Contact Center Operations Manager (Manager III), Grade M3

Montgomery County • 27 Courthouse Sq Rockville MD 20850 USA, MD

3d • Remote

About The Position

This is an internal job posting, available only to current Montgomery County Government employees, employees affected by reduction-in-force with priority rights, active local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP), or active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship. The Department of Technology and Enterprise Business Solutions (TEBS) aims to use information technology to enable employees to provide quality services, deliver information and services to citizens, and increase the productivity of government and citizens. The MC311 Customer Contact Center is a central resource for residents, providing a single point of contact for non-emergency county services. The Department of Technology Services, MC311 Division, is seeking a Contact Center Operations Manager (Manager-III), Grade M3, to lead daily operations and ensure exceptional service delivery for Montgomery County residents. This role involves overseeing workforce planning, performance management, and implementing operational improvements. The manager will provide strategic guidance and supervision to contact center supervisors and Customer Service Representatives, ensuring compliance with policies, procedures, union agreements, and quality standards. The ideal candidate has proven experience managing contact centers in a public sector environment, is skilled at motivating teams, and is dedicated to delivering outstanding customer experiences.

Requirements

• Graduation from an accredited college or university with a Bachelor’s Degree.
• Five (5) years of progressively responsible professional experience in contact/call center operations, customer service, program administration, or related field.
• An equivalent combination of education and experience may be substituted.

Nice To Haves

• Demonstrated experience working within unionized environments, including applying and interpreting collective bargaining agreements, supporting labor-management relations, and navigating workplace scenarios involving represented employees.
• Experience in public sector customer service operations.
• Experience leading multi-layered contact center teams.
• Experience with understanding and adhering to employee policies and collective bargaining agreements.
• Experience with monitoring contact center performance to KPIs such as Abandon Rate, Average Handle Time, Answer Rate, Average Occupancy Rate and Average Speed to Answer, plus experience with forecasting resources using an Erlang Model.

Responsibilities

• Overseeing the day-to-day operations of the MC311 Contact Center.
• Evaluating workflow efficiency, service quality, and overall customer experience.
• Developing, implementing, and updating policies, procedures, and operational guidelines.
• Designing and executing data-driven strategies to forecast short- and long-term resource needs.
• Coordinating with knowledge portfolio managers to maintain accurate and up-to-date service information.
• Conducting hiring, performance evaluations, coaching, and disciplinary actions.
• Ensuring staff are properly trained and consistently meet established performance standards.
• Maintaining strong working relationships with County departments and internal partners.
• Preparing reports, operational updates, and data analyses to support leadership decision-making.
• Ensuring compliance with County regulations, personnel policies, and service standards.
• Managing ADA, EEO, FMLA, union agreements, and other employee-related matters.
• Overseeing telework program administration and operational deployment.
• Participating in occasional MC311 community outreach events.
• Managing call center supervisors (currently four), including monitoring performance and developing performance plans and appraisals.

Benefits

• The salary range represents this position’s earning potential.
• The anticipated hiring range for this position will be $101,474.00 to $176,258.00, based on the candidate’s qualifications and experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager