Note: The job is a remote job and is open to candidates in USA. Pearl Interactive Network, LLC is recruiting an Operations Site Manager to lead the planning, execution, and day-to-day management of a high-volume contact center. The role oversees multichannel service operations, workforce management, performance and quality, technology, knowledge resources, reporting, and operational teams.
Responsibilities
- Lead the day-to-day operations of a high-volume contact center handling approximately 1 million customer contacts annually
- Plan, organize, and execute site operations to achieve established service-level, productivity, quality, customer satisfaction, and operational performance objectives
- Establish and maintain operational processes that support consistent, efficient, and customer-focused service delivery
- Monitor contact volumes, service levels, wait times, abandonment, handle times, resolution rates, productivity, and other key performance indicators
- Identify operational trends and performance gaps and implement corrective actions
- Coordinate activities across voice, chat, chatbot, web, and other supported customer service channels
- Ensure consistent application of standard operating procedures, call scripts, call routing strategies, and customer service processes
- Manage operational issues and coordinate appropriate escalation and resolution
- Oversee workforce management activities to ensure appropriate staffing levels across all customer communication channels
- Develop and implement staffing strategies based on forecasted contact volumes, service-level requirements, employee availability, and operational priorities
- Monitor real-time contact center conditions and make staffing adjustments to address changing volumes, service levels, or customer demand
- Coordinate staffing, schedule adherence, breaks, lunches, overtime, voluntary time off, and other workforce adjustments as appropriate
- Identify potential staffing shortages or excess capacity and take proactive action to maintain performance objectives
- Ensure staffing levels are sufficient to meet established performance measures across voice and digital channels
- Monitor and analyze contact center performance measures and operational trends
- Establish appropriate performance expectations and work with supervisors and team leaders to address performance gaps
- Analyze quality results and identify opportunities for coaching, training, process improvement, and operational changes
- Provide operational oversight of contact center technologies and their integration into daily operations
- Demonstrate working knowledge of intelligent IVR, chatbot, live chat, VOIP telephony, Automatic Call Distribution (ACD), CRM platforms, and associated contact center tools
- Monitor technology performance and identify operational issues affecting customer access or service delivery
- Ensure call routing and digital-channel configurations support established service-level and customer experience objectives
- Oversee the consistent use and application of knowledge management resources
- Ensure standard operating procedures and customer service guidance are communicated effectively to frontline employees
- Identify gaps, outdated information, or inconsistencies in knowledge resources and coordinate appropriate updates
- Partner with training and operational teams to ensure employees understand and consistently apply current procedures
- Support the development and implementation of new procedures resulting from operational, technological, or program changes
- Partner with training and quality teams to identify customer service representative training needs
- Analyze contact center data to evaluate operational performance and identify trends, risks, and improvement opportunities
- Develop and maintain operational reports, dashboards, and performance summaries
- Translate complex operational information into actionable recommendations for leadership
- Monitor the effectiveness of operational changes and adjust strategies based on measurable results
- Provide leadership and direction to contact center supervisors, team leaders, workforce management personnel, quality staff, trainers, and other operational resources as applicable
- Resolve operational conflicts and support effective resolution of employee and customer service issues
- Perform other duties as assigned
Skills
- Bachelor's degree in business, communications, project management, or a related field; equivalent relevant experience may be considered
- Current Project Management certification or equivalent recognized project management credential
- 6+ years of program or project management experience, preferably leading high-volume contact center programs
- Demonstrated experience managing federal Government programs, task orders, or comparable large-scale service operations
- Demonstrated expertise in contact center performance management and customer experience
- Experience managing or overseeing workforce management, quality assurance, knowledge management, CRM, data analytics, omnichannel operations, SOPs, and CSR training
- Demonstrated knowledge of contact center technologies, including intelligent IVR, chatbot, live chat, VOIP, ACD, CRM, and related tools
- Experience managing staffing, operations, resources, and budgets within a contractual environment
- Experience presenting program performance, findings, and recommendations to senior Government officials or executive-level stakeholders
Company Overview