Operations Manager - Contact Center

TDB Communications; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

TDB Communications in Washington, DC seeks an Operations Manager to oversee daily operations, lead staff, and ensure performance meets client requirements, policy standards, and contractual obligations.

The role develops and maintains procedures, monitors staffing, workloads, and metrics, coordinates with HR, training, quality, and finance, identifies risks, and drives continuous improvement across service delivery and operational excellence.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 5+ years of progressively responsible operations experience.
• 3+ years of direct supervisory or management experience.
• Experience with KPIs, SLAs, quality assurance, and performance reporting.
• Experience in government contracting, public-sector, or regulated programs is a plus.

Responsibilities

• Oversee daily operational activities and assigned personnel.
• Provide leadership, coaching, guidance, and performance management.
• Monitor staffing levels, workloads, schedules, productivity, and metrics.
• Develop and maintain operational procedures, workflows, and controls.
• Identify risks and performance issues and recommend actions.
• Prepare and review operational reports and updates for leadership.
• Coordinate with HR, recruiting, training, quality, and finance.

Skills

Leadership

Communication

Problem-solving

Strategic thinking

Organizational skills

Judgment

Education

Bachelor's degree in business administration/related field

Tools

Microsoft Office

CRM systems

Job description

About the opportunityThe Operations Manager is responsible for overseeing day-to-day operational activities and ensuring that organizational objectives, performance standards, customer requirements, and internal policies are met. The position provides leadership to operational staff, coordinates resources, monitors performance, identifies risks and improvement opportunities, and partners with functional leaders to support efficient, consistent, and compliant service delivery.What you will doManage and oversee daily operational activities and assigned personnel.Provide leadership, coaching, guidance, and performance management to team members.Monitor staffing levels, workloads, schedules, productivity, quality, service levels, and performance metrics.Develop, document, and maintain operational procedures, workflows, and internal controls.Identify operational risks, staffing concerns, and performance issues and recommend corrective actions.Prepare and review operational reports, trends, and updates for leadership.Coordinate with Human Resources, recruiting, training, quality, finance, and other functional teams.Support employee onboarding, training, development, retention, and performance-improvement activities.Promote compliance with company policies, contractual requirements, and applicable laws and regulations.Maintain effective communication with internal and external stakeholders.Lead or support continuous improvement initiatives that improve efficiency, quality, and service delivery.Perform additional duties consistent with the role and business needs.Required QualificationsBachelor's degree in business administration, management, human resources, or a related discipline preferred; equivalent relevant professional experience may be considered.Five or more years of progressively responsible operations experience.Three or more years of direct supervisory or management experience.Demonstrated experience managing employees, priorities, and operational performance.Strong written and verbal communication, problem-solving, organization, and judgment.Proficiency with Microsoft Office and common business, workforce, reporting, or CRM systems.Preferred QualificationsGovernment contracting, public-sector, or regulated-program experience.Experience managing remote, hybrid, geographically dispersed, or high-volume teams.Experience with KPIs, SLAs, quality assurance, workforce planning, and performance reporting.Experience supporting customer contact, case-management, healthcare, benefits, or other service operations. (Healthcare, Medicaid, Medicare, SNAP, TANF, case worker, call center, etc.)Experience working in a small-business environment where leaders manage multiple functional priorities.