Contact Center Operations Manager

Integral Consulting Services

Vienna (VA)

On-site

USD 90,000 - 130,000

Full time

11 days ago

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Benefits offered by this job

Medical, Dental & Vision Insurance

Paid Time Off & Holidays

Bonuses & Awards

Professional Training Reimbursement

Paid Parking

Job summary

Integral is seeking a Contact Center Operations Manager to ensure high-quality service delivery across customer interactions and operational processes. The role combines QA, performance analysis, and operational support to drive improvements and compliance with KPIs.

Collaboration with QA, Training, and Operations teams is essential. Responsibilities include QA audits, shift coverage planning, KPI reporting, and working with IT and Training to implement tools and SOPs.

Qualifications

Active Secret clearance required or equivalent
Bachelor’s degree in Business, IT, or related field or equivalent work experience

Responsibilities

Conduct QA audits of service desk tickets, calls, and chats to assess quality and compliance.
Monitor ticket queues, service levels, and agent adherence to support processes.
Develop and maintain QA evaluation forms and scoring standards.
Produce weekly/monthly reports on KPIs such as SLA compliance, resolution times, backlog, and customer satisfaction.

Skills

Ticketing systems

Remote desktop

Excel & dashboards

QA frameworks & metrics

Analytical thinking

Communication

Documentation

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Salesforce

Zendesk

Job description

Position Title: Contact Center Operations Manager

Location: US-Virginia-Vienna

Job ID: 5391

# of Openings: 1

Category: Project & Program Management

Clearance: Secret

Clearance Status: Active

Type: Regular Full-Time

Overview:

The Contact Center Operations Manager is responsible for ensuring high-quality service delivery across all customer interactions and operational processes. This role combines quality assurance, performance analysis, and operational support to identify process improvements, enhance agent performance, and maintain compliance with service standards and key performance indicators (KPIs). The analyst partners closely with QA, Training, and Operations teams to drive continuous improvement within the service desk environment.

Quality Assurance

Conduct quality audits of service desk tickets, calls, and chats to assess communication effectiveness, issue resolution accuracy, and compliance with established processes.
Develop and maintain QA evaluation forms and scoring standards aligned with organizational objectives.
Provide detailed feedback and coaching recommendations to team leads and agents.
Track QA performance trends, identify common issues, and collaborate with Training and Operations to implement corrective actions.

Operational Support

Support daily operations through monitoring ticket queues, service levels, and agent adherence.
Assist with shift coverage planning, ticket routing, and escalation management.
Generate weekly and monthly reports on KPIs such as SLA compliance, resolution times, backlog, and customer satisfaction.
Collaborate with the Real-Time Adherence and Workforce Management teams to ensure coverage and operational continuity.

Process Improvement

Identify opportunities to streamline service desk workflows and improve ticket handling efficiency.
Document and update SOPs (Standard Operating Procedures) for operational and support processes.
Partner with IT, QA, and Training teams to implement new tools, automation, or system enhancements.
Participate in root‑cause analysis for recurring incidents and recommend preventive actions.

Data Analysis & Reporting

Analyze QA and operational metrics to uncover performance gaps or training needs.
Prepare dashboards summarizing trends in communication quality, issue resolution, and customer satisfaction.
Support leadership in preparing executive-level reports and presentations.

Qualifications

Required

Clearance: Active Secret
Education: Bachelor's degree in Business, IT, or a related field preferred (or equivalent work experience). Instead of a degree, please have:

Experience

24 years in a service desk, contact center, or customer support environment.
12 years in a QA, operations support, or performance analytics role preferred.

Technical Skills

Proficient with ticketing systems (e.g., ServiceNow, Salesforce, Zendesk)
Proficient with Remote desktop systems (AWS, Azure, Citrix, VMware)
Strong Excel or reporting skills (pivot tables, formulas, dashboards).
Knowledge of QA frameworks and performance metrics (AHT, THT, SLA).

Soft Skills

Strong analytical and problem-solving abilities.
Excellent communication and documentation skills.
Detail-oriented, organized, and able to manage multiple priorities.

Key Competencies

Communication: Clear, professional, and customer-focused.
Issue Resolution: Analytical mindset with a focus on root cause and resolution quality.
Process Compliance: Consistently ensures adherence to operational standards and SOPs.
Efficiency & Timeliness: Balances speed and accuracy in service delivery and reporting.
Collaboration: Works effectively with cross-functional teams in a fast-paced environment

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes: