Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of supervisors.

• Oversee daily operations of the contact center across telephone, chat, secure messaging, and web form channels.

• Ensure that inquiry management, information dissemination, communication, procedures, and service standards comply with established requirements.

• Supervise frontline supervisors and team leads while reinforcing accountability.

• Monitor service-level agreements, productivity, quality, response times, customer satisfaction, and contractual performance indicators.

• Analyze operational reports, staffing data, quality assessments, inquiry volumes, backlogs, and performance metrics.

• Develop and implement plans for operational improvements.

• Coordinate coaching and performance management efforts with supervisors, Quality Assurance, and Training teams.

• Assist in recruiting, hiring, onboarding, and retention initiatives.

• Oversee staffing and resource allocation across various communication channels.

• Manage bilingual service delivery and ensure language-capable staffing coverage.

• Review schedules, attendance, forecasts, workload distribution, and coverage plans in collaboration with Workforce Management.

• Identify training needs and facilitate training support.

• Collaborate with Quality Assurance to determine root causes and corrective actions.

• Maintain accurate records of attendance, productivity, coaching sessions, escalations, incidents, and overall performance.

• Suggest updates to knowledge content, scripts, job aids, workflows, and training resources.

• Coordinate responses to service interruptions, backlogs, technical issues, and staffing shortages.

• Work with USCIS and relevant technical and operational stakeholders on authorized system maintenance, upgrades, and releases.

• Monitor the effects of approved system changes and oversee communication, workflow adjustments, and training.

• Prepare and deliver operational reports on staffing, productivity, service levels, quality metrics, volumes, backlogs, corrective actions, and improvements.

• Collaborate with the Project Manager regarding contract performance, deliverables, risks, staffing, and operational challenges.

• Work closely with the Site Manager on facility requirements, onsite staffing, workplace readiness, and local logistics.

• Escalate contractual, technical, staffing, security, and performance issues that exceed authority.

• Foster communication, accountability, engagement, and a culture of continuous improvement.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in business management is preferred.

• Must be a US Citizen.

• 3+ years of relevant experience in operations and customer service, including supervisory or equivalent military experience.

• Experience in establishing call center service organizations and initiating operations.

• Proven experience in managing and coaching personnel at various organizational levels.

• Knowledge and experience in infrastructure management, including facilities, IT support, and business processes.

• Intermediate to advanced proficiency in MS Outlook, Calendar, Excel (Office 365–2016), and SharePoint.

• Familiarity with web-based applications and cloud services, including document storage solutions.

• Exceptional verbal and written communication abilities.

• Strong time management skills with the capability to evaluate and adjust priorities.

• Ability to work effectively in both in-office and virtual team settings.

• Skillful in resolving complex problems and challenges.

• Strong analytical capabilities to interpret and forecast financial budgets.

• Ability to develop, propose, and implement continuous process improvement strategies.

• Demonstrated leadership experience and skills.

• Proficient in customer relations and engagement.

• Flexibility and willingness to undertake additional assigned tasks.

• Broadband internet access with a minimum of 25 Mbps download and 5 Mbps upload speeds.

• No satellite connections allowed.

• Ethernet cable access is required; Wi-Fi-only connectivity is prohibited.

• A private, secure, and distraction-free home workspace is essential.

🏝️ Benefits

• Medical, Dental, Vision, and Life Insurance coverage.

• Paid time off and holidays.

• Eligibility for 401K plans.

• Additional ancillary benefits focused on professional, physical, and financial well-being.

• Opportunities for professional development and coaching programs.

• Flexible working hours.

• Provision of computer equipment, monitor, and headset.

• Remote work arrangement available.

• Private and secure home workspace.