Operations Manager
On-siteChester, Virginia, United States
Job Summary
Directly supervise and develop all CTI CSR Supervisors at the Chester, VA facility, conducting bi-weekly 1:1 check-ins to review performance, address escalations, and provide coaching. Monitor adherence to CMS standards, including call quality, schedule compliance, and SLA metrics, while coordinating with QA/Training to deploy targeted coaching and refresher training. Deliver weekly status updates covering floor-level performance, staffing, and concerns, and track attrition by tenure cohort to surface early warning signals. Support surge readiness by coordinating warm bench activation and cross-training deployment, and participate in weekly Operations Sync meetings. Maintain schedule flexibility for holidays and off-shifts, with a Bachelor's degree in Business or Management preferred and four years of call center leadership experience required.
Required Qualifications
- 4 years supervisor or leadership in a call center or customer service program experience
- Strong preference for a federal contact service environment
- Demonstrated knowledge of leading leaders
- Ability to communicate effectively in English, both verbally and in writing
- Strong knowledge of contact center operations metrics (AHT, ASA, abandonment rate, quality scores, attendance tracking, etc)
- Familiarity with workforce management systems and scheduling processes
- Excellent interpersonal and conflict resolution skills
- Experience managing performance improvement processes
- Uses good judgment, ability to make independent decisions and proactively solve problems as required
- Must be organized and have strong time management skills
- Must have PC skills (Microsoft Office)
- Familiarity with HRIS or LMS platforms
- Basic math skills required
- Must be able to maintain schedule flexibility due to business needs; anticipate assigned shift change at any time
- Ability to interact with all levels of management
- Strong analytical and organizational skills
- Exceptional verbal and written communication skills
- Ability to pass a federal and local criminal background investigation
Desired Qualifications
- Bachelor's degree in Business or Management preferred, or equivalent work experience in related field
- Bilingual ability is a benefit
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