Call Center Operations Manager

Contact Center Operations ManagerThis position is ONLY Open to Montgomery County Government Employees: Current Montgomery County Government employees; Montgomery County employees who was affected by reduction-in-force and currently have RIF priority rights; Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship.The mission of the Department of Technology and Enterprise Business Solutions (TEBS) is to use information technology to enable our employees to provide quality services to our citizens and businesses; deliver information and services to citizens at work, at home, and in the community; increase the productivity of government and citizens.The MC311 Customer Contact Center is a central resource to assist residents in Montgomery County. It provides a single point of contact for non-emergency county services, making it simple for residents to get what they need. MC311's use of innovation, knowledge, and compassion builds trust and ensures an exceptional customer experience for our diverse community.The Department of Technology Services, MC311 Division, is seeking a Contact Center Operations Manager (Manager-III), Grade M3, to lead daily operations and ensure exceptional service delivery for Montgomery County residents. In this role, you will oversee workforce planning, performance management, and implement operational improvements that support County goals. You will provide strategic guidance and supervision to contact center supervisors and Customer Service Representatives, ensuring compliance with policies, procedures, union agreements, and quality standards. The ideal candidate has proven experience managing contact centers in a public sector environment, is skilled at motivating teams, and is dedicated to delivering outstanding customer experiences.This leadership role is responsible for directing the operational, administrative, and strategic functions of the MC311 Contact Center. The position requires a highly skilled, forward-thinking manager capable of overseeing complex service delivery, ensuring regulatory compliance, supporting staff development, and maintaining high-quality customer service outcomes across a large, high-volume operation. The selected candidate will be expected to demonstrate strong decision-making, excellent communication, and the ability to collaborate effectively with internal County partners and stakeholders.Overseeing the day-to-day operations of the MC311 Contact Center.Evaluating workflow efficiency, service quality, and overall customer experience.Developing, implementing, and updating policies, procedures, and operational guidelines.Designing and executing data-driven strategies to forecast short- and long-term resource needs.Coordinating with knowledge portfolio managers to maintain accurate and up-to-date service information.Conducting hiring, performance evaluations, coaching, and disciplinary actions.Ensuring staff are properly trained and consistently meet established performance standards.Maintaining strong working relationships with County departments and internal partners.Preparing reports, operational updates, and data analyses to support leadership decision-making.Ensuring compliance with County regulations, personnel policies, and service standards.Managing ADA, EEO, FMLA, union agreements, and other employee-related matters.Overseeing telework program administration and operational deployment.Participating in occasional MC311 community outreach events.Managing call center supervisors (currently four), including monitoring performance and developing performance plans and appraisals.MC311 Contact Center standard operating hours are currently 7:00 AM to 7:00 PM, with shifts starting at 6:30 AM. This role requires working within these hours and adjusting as needed. A five-day workweek and schedule flexibility are required. Operating hours are subject to change.Occasional after-hours or weekend work may be required, such as during "holiday slide" operations, contact center activation, or off-schedule system maintenance events.A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.This position is a 100% virtual role upon successful completion of the required training and probationary period. While the position is predominantly remote, the Manager will occasionally be required to participate in in-person meetings, events, or operational activities where management presence and oversight are necessary. Candidates should be prepared to attend these engagements as part of fulfilling essential leadership responsibilities.This role requires active leadership during emergency situations when MC311 is activated. The Contact Center plays a critical role in the County's emergency response, particularly during severe weather events, and it can be activated several times a year. When these events arise, the manager is expected to support operations, adjust schedules as needed, and ensure service continuity. This expectation will be communicated during screening and interviews, but we want applicants to understand upfront that emergency operational support is an essential component of the position.Education: Graduation from an accredited college or university with a Bachelor's Degree.Experience: Five (5) years of progressively responsible professional experience in contact/call center operations, customer service, program administration, or related field.Equivalency: An equivalent combination of education and experience may be substituted.Preference will be given to candidates who have demonstrated experience working within unionized environments, including applying and interpreting collective bargaining agreements, supporting labor-management relations, and navigating workplace scenarios involving represented employees.Financial Disclosure Statement: This position is designated as one that requires filing a Financial Disclosure Statement, and you will be required to disclose information about your financial affairs.Medical Protocol: This position requires completion of a pre-employment Medical History Form to assess your ability to safely perform the essential duties of the role.All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Applicants who meet the minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following:Experience in public sector customer service operations.Experience leading multi-layered contact center teams.Experience with understanding and adhering to employee policies and collective bargaining agreements.Experience with monitoring contact center performance to KPIs such as Abandon Rate, Average Handle Time, Answer Rate, Average Occupancy Rate and Average Speed to Answer, plus experience with forecasting resources using an Erlang Model.Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents. All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals. Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path. County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro. Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year. We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being. GovernmentJobs.com