Job Summary
The Operations Site Manager plays a crucial role in overseeing the strategic planning, implementation, and daily administration of a busy contact center operation. This position is vital in delivering leadership throughout both voice and digital communication channels, ensuring that the objectives related to staffing, performance metrics, quality control, and customer satisfaction are achieved effectively.
Responsibilities
- Oversee the overall management of high-volume contact center operations.
- Ensure that staffing levels and performance indicators align with business objectives.
- Lead initiatives to enhance quality and improve customer experience.
- Manage and coordinate across various communication channels.
Qualifications
- Bachelor’s degree is required.
- A minimum of 6 years of experience in program or project management, ideally within high-volume contact centers.
- Possession of a current project management certification is mandatory.
- Proven experience in overseeing federal government programs and familiarity with contact center technologies is essential.
STEMHUNTER provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
