Operations Manager - Contact Center

TDB Communications•Washington, DC

6d•$98,000 - $125,000•Onsite

About The Position

The Operations Manager is responsible for overseeing day-to-day operational activities and ensuring that organizational objectives, performance standards, customer requirements, and internal policies are met. The position provides leadership to operational staff, coordinates resources, monitors performance, identifies risks and improvement opportunities, and partners with functional leaders to support efficient, consistent, and compliant service delivery.

Requirements

Bachelor's degree in business administration, management, human resources, or a related discipline preferred; equivalent relevant professional experience may be considered.
Five or more years of progressively responsible operations experience.
Three or more years of direct supervisory or management experience.
Demonstrated experience managing employees, priorities, and operational performance.
Strong written and verbal communication, problem-solving, organization, and judgment.
Proficiency with Microsoft Office and common business, workforce, reporting, or CRM systems.

Nice To Haves

Government contracting, public-sector, or regulated-program experience.
Experience managing remote, hybrid, geographically dispersed, or high-volume teams.
Experience with KPIs, SLAs, quality assurance, workforce planning, and performance reporting.
Experience supporting customer contact, case-management, healthcare, benefits, or other service operations. (Healthcare, Medicaid, Medicare, SNAP, TANF, case worker, call center, etc.)
Experience working in a small-business environment where leaders manage multiple functional priorities.

Responsibilities

Manage and oversee daily operational activities and assigned personnel.
Provide leadership, coaching, guidance, and performance management to team members.
Monitor staffing levels, workloads, schedules, productivity, quality, service levels, and performance metrics.
Develop, document, and maintain operational procedures, workflows, and internal controls.
Identify operational risks, staffing concerns, and performance issues and recommend corrective actions.
Prepare and review operational reports, trends, and updates for leadership.
Coordinate with Human Resources, recruiting, training, quality, finance, and other functional teams.
Support employee onboarding, training, development, retention, and performance-improvement activities.
Promote compliance with company policies, contractual requirements, and applicable laws and regulations.
Maintain effective communication with internal and external stakeholders.
Lead or support continuous improvement initiatives that improve efficiency, quality, and service delivery.
Perform additional duties consistent with the role and business needs.