Contact Center Program/Operations Manager

Systems Integration•Bethesda, MD

About The Position

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Program/Operations Manager to oversee all daily operations for a government contact center in the healthcare/medical domain, 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. You will serve as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements.

Requirements

High school diploma or equivalent required; bachelor's degree preferred.
Ten (10) years of progressive customer service experience, with at least five (5) years in a managerial role within a call center environment (medical industry preferred).
Demonstrated experience managing customer contact operations focused on inbound call processing.
Proven ability to develop staffing strategies and implement staffing plans.
Strong analytical and organizational skills with exceptional attention to detail.
Excellent communication and interpersonal skills with the ability to influence diverse groups.
Knowledge of SPOK and Avaya call center platforms.
Experience in process improvement, standards development, and operational optimization.
Prior work supporting federal government contracts.
Strong leadership ability in staff management, development, motivation, counseling, and performance benchmarking.

Responsibilities

Serve as the primary point of contact for stakeholders, ensuring effective communication and coordination across teams.
Track, monitor, and report on overall project progress, milestones, risks, and performance.
Supervise and support project staff, ensuring work is completed efficiently and aligned with project goals.
Manage project documentation, including schedules, reports, deliverables, and status updates.
Oversee project budgeting and ensure accurate tracking of financial and performance data.
Prepare and deliver regular project updates, summaries, and presentations to leadership and stakeholders.
Maintain and enforce quality standards through the development and implementation of quality control processes.
Support the creation and review of project plans, strategic documents, assessments, and operational reports.
Plan, lead, and document project meetings, including agendas, notes, and action items.
Ensure all project activities align with organizational objectives and contractual or operational requirements.