Call Center Operations Manager

The Operations Manager is responsible for the day-to-day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency-specific service lines (OSHA, ETA, WHD, etc.).
This role ensures that all customer interactions across multi-channel platforms (phone, email, chat, IVR) are delivered in accordance with service level agreements (SLAs), performance metrics, and quality standards.

• Manage daily operations: Oversee real-time contact center activities across OPA and agency lines (calls, email, chat).
• Ensure performance targets: Monitor and meet SLAs/KPIs (service level, abandonment, customer satisfaction, FCR).
• Supervise staff: Lead supervisors and CSRs, provide coaching, and ensure adherence to procedures and quality standards.
• Handle escalations: Resolve customer issues, operational problems, and system disruptions.
• Support quality & training: Work with QA and training teams to improve performance and address skill gaps.
• Coordinate workforce management: Align staffing, scheduling, and resource allocation with demand.
• Oversee systems usage: Ensure CRM, telephony, and tools are functioning and used effectively.
• Report performance: Provide operational updates, metrics, and issue reporting to the Program Manager.
• Ensure compliance: Maintain adherence to federal regulations, security requirements, and continuity plans.

• Bachelor's degree in Business, Management, or related field (or equivalent experience)

• 7+ years in contact center operations
• 3-5 years in a supervisory or management role
• Experience managing:
  • Multi-channel contact centers
  • Teams of 50+ personnel
• Experience with:
  • Workforce management tools
  • CRM/contact center technologies
  • Federal or regulated environments (preferred)

• Six Sigma / Lean
• ITIL
• Contact Center Management certifications