Government Contact Center Operations Manager
2 days ago
About ISN Corporation
Headquartered in the United States, ISN Corporation is a leading provider of specialized professional services to government agencies. Our portfolio includes work with over 100 federal agencies.
We are proud to be recognized as one of the fastest-growing government contractors in the country.
We are seeking an experienced Operations Site Manager who will oversee the daily operations of our large, high-volume contact center. This individual will ensure adequate staffing and plan and execute all operations to meet performance measures.
Responsibilities- Oversee contact center operations, including intelligent IVR, chatbot, live chat, VOIP telephony, ACD, and CRM systems.
- Plan and execute workforce management strategies to meet performance measures.
- Develop and implement standard operating procedures for contact center operations.
- Manage and maintain quality assurance programs to ensure excellent customer experience.
Requirements
Qualifications- 6-8 years of experience in contact center operations, preferably in a high-volume environment.
- Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, call scripting, call routing, data analysis, omnichannel operations, and conflict resolution.
Benefits
- Major medical insurance with prescription coverage.
- Dental plan.
- Flexible spending.
- Short-term and long-term disability benefits at no cost to employees.
- Basic life insurance at no cost to employees.
- Retirement Plan.
- Paid leave with accrual beginning at date of hire.
Estimated Salary Range: $80,000 - $120,000 per year.
Location: United States.
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