Contact Center Operations Manager

Overview Operations Manager in the Washington DC metro area. Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking an Operations Manager to oversee all daily operations for a government contact center, ensuring consistent, high-quality service delivery across a 24x7x365 environment. This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. The Operations Manager serves as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements. Key Responsibilities Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff. Ensure adherence to program policies, processes, procedures, and training approval workflows. Communicate high-level escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders. Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs. Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions. Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery. Partner with cross-functional teams to maintain alignment with program goals and ensure operational readiness. Qualifications Experience managing contact center operations of approximately 200 staff or larger. Strong understanding of contact center workflows, performance metrics, and operational best practices. Experience supporting government contracts or working within a regulated environment preferred. Proven ability to manage 24x7x365 operations and lead diverse teams. Strong communication, problem-solving, and stakeholder-management skills. Ability to oversee SOP development and ensure consistent operational execution. Bachelor’s degree in Business Administration, Operations Management, Public Administration, or a related field. Must be able to pass a federal background check that includes a credit check. #J-18808-Ljbffr Systems Integration, Inc. (SII)