Onsite Manager – Contact Center Operations (Temporary / Seasonal)
About The Position
Fortuity Calling, LLC is seeking experienced Onsite Managers to support a high-volume, federally regulated contact center operation for the National Passport Information Center (NPIC). This role provides direct onsite leadership for contracted supervisors and customer service representatives (CSRs) and serves as the primary liaison between Fortuity and the Client’s site leadership during peak operations. The Onsite Manager is responsible for workforce oversight, attendance management, performance support, employee relations, and compliance with federal and contractual requirements. This is a hands-on leadership role requiring strong judgment, professionalism, and the ability to operate effectively in a secure, regulated environment.
Requirements
- U.S. Citizenship (required due to federal contract requirements)
- High School Diploma or GED (required)
- Minimum 5+ years of human resources or operational supervision or management experience in a contact center or similar operational environment
- Demonstrated experience managing attendance, performance, and employee relations
- Ability to consistently work either the Opening Shift (5:00 AM–1:30 PM MST) or Closing Shift (10:30 AM–7:00 PM MST)
- Strong written and verbal communication skills
- Proficiency with Microsoft Office and collaboration tools (Outlook, Teams)
- Ability to work effectively in a secure, regulated environment
- Must be able to pass a lifetime criminal background and credit check
Nice To Haves
- Prior experience supporting government or government-adjacent contact center contracts
- Experience managing temporary or seasonal workforces
- Familiarity with workforce management, timekeeping, or HRIS systems
- Experience supporting individuals with disabilities or other barriers to employment
- Prior exposure to federal background or clearance processes (MRPT or similar)
Responsibilities
- Serve as the primary onsite point of contact for Fortuity workforce matters during assigned shift
- Provide leadership, guidance, and daily support to contracted supervisors
- Monitor attendance, punctuality, and schedule adherence across assigned teams
- Support performance management, coaching, and corrective action processes
- Coordinate onboarding activities and ensure readiness for Client-led training and certification
- Maintain accurate documentation related to attendance, coaching, and disciplinary actions
- Support accommodation requests, leave administration, and employee relations matters
- Partner closely with the Client’s site leadership, Workforce Management, and Training teams
- Reinforce compliance with federal security requirements and workplace policies
- Maintain visible floor presence to support day-to-day operations and issue resolution
- Escalate issues appropriately and ensure timely follow-up and resolution
- Promote a professional, inclusive, and performance-driven work environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
