Note: The job is a remote job and is open to candidates in USA. Pearl Interactive Network, LLC is hiring a Remote Operations Manager to lead and develop contact center supervisors and ensure quality, productivity, and KPI targets are met. The role oversees daily multichannel operations, workforce and performance management, service improvement, reporting, and coordination with USCIS and internal stakeholders.
Responsibilities
- Oversee daily contact center operations across telephone, chat, secure messaging, and web form channels, ensuring timely inquiry handling, accurate information delivery, professional communication, and compliance with approved procedures and service standards
- Supervise frontline supervisors and team leads, providing direction, monitoring management effectiveness, reinforcing accountability, and ensuring consistent application of operational policies and performance expectations
- Monitor operational performance against established service-level agreements, productivity targets, quality standards, response times, customer satisfaction measures, and contractual requirements; initiate corrective actions when performance falls below expectations
- Analyze operational reports, staffing data, quality assurance findings, inquiry volumes, backlog trends, and performance metrics to identify service delivery risks, recurring deficiencies, and opportunities for improvement
- Develop and implement operational improvement plans to address performance gaps, improve workflow efficiency, strengthen customer experience, reduce processing delays, and enhance consistency across communication channels
- Coordinate coaching and performance management activities with supervisors, Quality Assurance, and Training personnel to address individual and team deficiencies, reinforce policy compliance, and improve employee effectiveness
- Support recruiting, hiring, onboarding, and retention activities by communicating staffing needs, identifying workforce gaps, coordinating with Recruiting and Security personnel, and supporting timely placement of qualified personnel
- Coordinate staffing flexibility and resource allocation across phone, chat, secure messaging, and web forms based on inquiry volumes, workload fluctuations, service-level requirements, employee qualifications, and operational priorities
- Support bilingual service delivery by coordinating qualified language-capable personnel, monitoring language-specific staffing coverage, and identifying gaps that may affect timely and accurate handling of Spanish-language and other required interactions
- Coordinate with Workforce Management to review schedules, attendance, staffing forecasts, workload distribution, and coverage plans to maintain sufficient operational capacity during peak periods, absences, and unexpected volume increases
- Work with the Training Lead to identify training needs based on operational performance, policy changes, quality monitoring trends, recurring inquiry issues, and new or revised procedures
- Collaborate with the Quality Assurance Lead to review evaluation results, identify root causes of performance deficiencies, develop corrective action plans, and verify the effectiveness of coaching and operational improvements
- Ensure supervisors maintain accurate records of attendance, productivity, coaching, escalations, operational incidents, and employee performance in accordance with established program requirements
- Monitor inquiry trends and recurring customer concerns to recommend updates to approved knowledge content, scripts, job aids, workflow procedures, and training materials through the applicable review and approval processes
- Coordinate operational responses to service disruptions, backlogs, technical issues, staffing shortages, and other events that may affect service continuity or contractual performance
- Coordinate with USCIS and Pearl’s designated technical and operational stakeholders regarding system maintenance, upgrades, releases, and changes that affect contact center operations, in accordance with §C.7 and applicable authorization requirements
- Ensure system maintenance and upgrade activities are planned and communicated appropriately, with operational impacts, testing needs, training requirements, and service continuity considerations addressed through authorized coordination procedures
- Monitor the operational impact of approved system changes and coordinate user communications, workflow adjustments, and training support as needed. Do not independently authorize or perform system changes outside Pearl’s authorized responsibilities or applicable USCIS approval processes
- Prepare, review, and provide accurate operational reports covering staffing, productivity, service levels, quality results, inquiry volumes, backlogs, corrective actions, and improvement initiatives
- Coordinate with the Project Manager on contract performance, required deliverables, risks, staffing concerns, and operational issues requiring government or client engagement
- Coordinate with the Site Manager on facility-level needs, onsite staffing, workplace readiness, local logistics, and site-related issues affecting daily operations
- Escalate contractual, technical, staffing, security, or performance issues to the appropriate manager when they exceed the Operations Manager’s authority or require client, government, or executive-level decisions
- Promote consistent communication, supervisor accountability, employee engagement, and continuous improvement to maintain reliable service delivery across all supported contact channels
- Perform other duties as assigned
Skills
- US Citizen
- 3+ years of related experience in operations, customer service, including supervisory or equivalent military experience
- Experience in implementing call center services organization and other startup operations
- Experienced in managing/coaching various organizational levels
- Excellent interpersonal skills and self-sufficient
- Demonstrated knowledge/experience in infrastructure management, including facility, IT support & business processes
- Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 – 2016) and SharePoint
- Experience with a wide range of web-based applications and cloud services including document storage
- Excellent verbal/written communication skills including follow-through
- Strong time management skills with the ability to quickly assess priorities and make adjustments as needed
- Ability to maintain positive relationships and work well within a team, both in-office and virtual
- Ability to solve complex problems and issues
- Strong analytical skills to interpret and forecast financial budgets
- Ability to develop, recommend and implement plans for continuous process improvement
- Strong leadership experience and skills
- Great customer relations skills and experience
- Flexibility and willingness to perform other duties as assigned
- Bachelor's degree in business management preferred
Benefits
- Medical, Dental, Vision, and Life Insurance
- Paid time off
- Paid holidays
- 401K eligibility
- Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
- Remote work
- Operating Hours: Flexible
- Computer equipment, monitor, and headset provided
Company Overview