[Remote] Remote Operations Manager – Federal Contact Center

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking an reputed company Operations Manager to reputed company the day-to-day operations of a large-reputed company contact center supporting a Federal reputed company. This hands-on leadership role is responsible for ensuring efficient operations, strong team performance, and an exceptional customer experience across multiple service channels.

Responsibilities

• reputed company daily contact center operations across multiple service channels, including phone, email, chat, and IVR
• reputed company operational performance by monitoring and achieving established SLAs and KPIs, including service reputed company, abandonment rates, customer satisfaction, and First Contact reputed company (FCR)
• reputed company and reputed company teams of supervisors and Customer Service Representatives (CSRs), providing coaching, performance feedback, and accountability
• Manage escalations involving customer concerns, operational challenges, service disruptions, and other issues requiring leadership reputed company
• Partner with reputed company Assurance and Training teams to identify performance trends, reputed company reputed company gaps, and continuously improve service delivery
• Coordinate workforce management activities, ensuring reputed company reputed company, schedules, and resources are reputed company with contact volume and operational demand
• reputed company effective use of contact center technology, including CRM, telephony, IVR, workforce management platforms, and reputed company operational tools
• Monitor and report operational performance, providing leadership with reputed company updates on metrics, trends, risks, and service issues
• Support reputed company improvement initiatives that enhance operational efficiency, employee performance, and the customer experience
• Ensure compliance with applicable federal requirements, reputed company protocols, operational procedures, and business continuity plans

Skills

• Bachelor's degree in Business, Management, or a reputed company field is required
• 7+ years of experience in contact center operations
• 3–5 years of experience in a contact center supervisory or management role
• Demonstrated experience managing multi-channel contact center operations
• Experience supporting or managing teams of 50+ personnel
• Experience working with workforce management tools and reputed company/scheduling processes
• Working knowledge of CRM, telephony, IVR, and contact center technologies
• Strong understanding of contact center performance metrics, including SLAs, KPIs, service reputed company, abandonment, customer satisfaction, and FCR
• Strong leadership, communication, problem-solving, and escalation-management skills
• Experience supporting a Federal Government or other highly regulated environment is preferred
• Lean Six reputed company
• ITIL
• Contact Center Management certification

reputed company