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.
Education - Bachelor's degree in Business, Management, or related field (or equivalent experience)
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)
Certifications (Preferred) - Six Sigma / Lean
- ITIL
- Contact Center Management certifications
