Government Contact Center Operations Manager

2 days ago


Bethesda, Maryland, United States ISN Corporation Full time

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.

Job Summary

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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