Contact Center Program/Operations Manager

Location: Bethesda, MD

Contact Center Program/Operations Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Program/Operations Manager to oversee all daily operations for a government contact center in the healthcare/medical domain, ensuring consistent, high-quality service delivery across a 24x7x365 environment. This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. You will serve as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements.

Key Responsibilities:

· Serve as the primary point of contact for stakeholders, ensuring effective communication and coordination across teams.

· Track, monitor, and report on overall project progress, milestones, risks, and performance.

· Supervise and support project staff, ensuring work is completed efficiently and aligned with project goals.

· Manage project documentation, including schedules, reports, deliverables, and status updates.

· Oversee project budgeting and ensure accurate tracking of financial and performance data.

· Prepare and deliver regular project updates, summaries, and presentations to leadership and stakeholders.

· Maintain and enforce quality standards through the development and implementation of quality control processes.

· Support the creation and review of project plans, strategic documents, assessments, and operational reports.

· Plan, lead, and document project meetings, including agendas, notes, and action items.

· Ensure all project activities align with organizational objectives and contractual or operational requirements.

Qualifications:

· High school diploma or equivalent required; bachelor's degree preferred.

· Ten (10) years of progressive customer service experience, with at least five (5) years in a managerial role within a call center environment (medical industry preferred).

· Demonstrated experience managing customer contact operations focused on inbound call processing.

· Proven ability to develop staffing strategies and implement staffing plans.

· Strong analytical and organizational skills with exceptional attention to detail.

· Excellent communication and interpersonal skills with the ability to influence diverse groups.

· Knowledge of SPOK and Avaya call center platforms.

· Experience in process improvement, standards development, and operational optimization.

· Prior work supporting federal government contracts.

· Strong leadership ability in staff management, development, motivation, counseling, and performance benchmarking.