Contact Center Operations Manager

Location: Washington DC metro area

Contact Center Operations Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking an Contact Center Operations Manager to oversee all daily operations for a government contact center, ensuring consistent, high‑quality service delivery across a 24x7x365 environment.

This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. The Operations Manager serves as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements.

Key Responsibilities

• Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff.
• Ensure adherence to program policies, processes, procedures, and training approval workflows.
• Communicate high‑level escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders.
• Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs.
• Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions.
• Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery.
• Partner with cross‑functional teams to maintain alignment with program goals and ensure operational readiness.

Qualifications

• Experience managing contact center operations of approximately 200 staff or larger.
• Strong understanding of contact center workflows, performance metrics, and operational best practices.
• Experience supporting government contracts or working within a regulated environment preferred.
• Proven ability to manage 24x7x365 operations and lead diverse teams.
• Strong communication, problem‑solving, and stakeholder‑management skills.
• Ability to oversee SOP development and ensure consistent operational execution.
• Bachelor's degree in Business Administration, Operations Management, Public Administration, or a related field.