THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY
Title: Operations Manager for Contact Center
Reports To: Contact Center Manager
Position Summary:
The Tidal Basin Contact Center team is more than a call center—our team’s ability to lead complex operations and provide technical and operational solutions is unmatched. As the Contact Center team expands, we are looking for an experienced, innovative Operations Manager to manage our outsourced operations within the emergency management and disaster relief industry.
The Operations Manager will be responsible for all aspects of Business Process Outsourcing (BPO) and will be a key contributor to achieving operational excellence and driving customer success. This role presents a unique opportunity to help build and scale a remote customer support team while contributing to the growth of our business unit. The Operations Manager will set and achieve service-level targets, analyze and implement call flows, and oversee the daily operations of the BPO team members and contracts.
The Operations Manager will work closely with Tidal Basin’s Customer Relations Managers to implement staff management and development. They will also collaborate with other functions, such as the Human Resources, IT, and Compliance teams. During hectic periods for leadership, the Operations Manager may also be asked to step in and assist with team management and administration or daily Contact Center operations.
We embrace and accept individual experiences and backgrounds to achieve a diverse and inclusive workplace. This position is temporary and remote, and it requires a quiet, secure, and confidential workspace. Travel for this role is not expected to exceed 25%.
Fundamental Requirements:
- Understanding of BPO and operations processes in an emergency management environment
- Demonstrated knowledge of remote customer support leadership
- Consistent minimum internet speed of 100 Mbps download and 40 Mbps upload
Job Duties and Responsibilities:
- Oversee day-to-day BPO operations to ensure that service-level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
- Act as the primary point of contact between the client and the BPO service provider, managing client expectations and ensuring high levels of client satisfaction.
- Identify areas for process improvements, streamline workflows, and optimize processes using data analytics and best practices.
- Lead, manage, and mentor the Operations team members, including hiring, training, and performance management.
- Foster a collaborative and high-performance team environment.
- Ensure compliance with industry practices and regulatory requirements, implementing quality assurance measures to maintain high service standards.
- Manage contracts with staffing agency partners to continuously establish and improve long-term relationships.
- Develop and execute strategies to enhance the efficiency and effectiveness of outsourced processes, aligning BPO operations with overall business strategies and goals.
- Ensure the seamless integration of technology and systems between the client and service provider.
- Stay updated on the latest technological advancements and incorporate them into Contact Center BPO operations.
- Maintain and improve Contact Center operations by monitoring system performance and identifying and resolving problems.
- Develop and maintain Contact Center system security measures and ensure that security and compliance policies and best practices are followed.
- Assist leadership with administrative tasks and team management initiatives.
- Stay up to date on changing project directions.
- Assist with phone coverage when necessary.
- Be available to work any shift or day.
- Perform any other duties, as assigned.
Skills and Competencies:
- Strong leadership and management skills with proven experience in managing client relationships and leading a team
- Excellent verbal and written communication and interpersonal skills
- Analytical and problem-solving abilities with proficiency in project management tools and methodologies
- Ability to work in a fast-paced environment with strong organizational skills and attention to detail
- In-depth knowledge of industry standards and regulatory requirements
- Ability to adapt to new technologies and processes
- Technical proficiency in relevant software and systems
- Emergency Management-related knowledge (operations and management)
- Excellent time management skills and a proven ability to meet deadlines
- History of high performance, attendance, and work ethic
- Ability to work independently with little supervision
- Ability to monitor compliance with industry requirements
- Proven ability to lead, manage, and motivate a team
Education and Experience:
- Required:
- Bachelor’s degree in a relevant field (Business Administration or Management) or an equivalent combination of education and experience
- Minimum of 5 years of experience in BPO Operations or a similar role within the Emergency Management or Disaster Relief industry
- Experience in liaising between Contact Center operations staff and clients to meet goals and objectives
- Preferred:
- Bachelor’s degree or higher in Business Administration, Management, or related field
- Emergency Management-related certifications (CEM, MEP, BCP, etc.)
- Project Management Professional (PMP) certification
- Experience in the Emergency Management or Disaster Relief industry
- Six Sigma or Lean certification
Work Location: Remote
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.
Tidal Basin Customer Relations, LLC and its affiliated companies, which includes Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer.