Operations Manager

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August 19

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Egis

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Construction • Consulting • Sustainability

Egis is a leading global architecture, consulting, construction engineering, and operating firm. They collaborate with clients to build a more balanced, sustainable, and resilient world by focusing on transport, infrastructure, and the built environment. With a strong emphasis on sustainability and digital transformation, Egis provides services across the entire project lifecycle, from idea to operation, in over 100 countries worldwide.

10,000+ employees

📋 Description

• Oversee all operational aspects of the DTMO Travel Management Office (DTMO TAC) and ensure 24/7/365 service delivery to DoD travelers worldwide. • Manage high-volume, multi-tiered customer support across phone, chat, and e-ticket channels. • Lead day-to-day interactions with current and prospective clients and oversee components of client engagements. • Develop contact with decision makers at key clients; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies. • Monitor metrics, ensure QA, and coordinate with project management on system updates and outages. • Ensure quality assurance and support quarterly reviews and transition planning.

🎯 Requirements

• Manage daily TAC operations, including call center, chat support, and e-ticket workflows. • Ensure compliance with Service Level Agreements (SLAs), including call/chat wait times, resolution rates, and customer satisfaction metrics. • Supervise TAC analysts and helpdesk managers. • Oversee the implementation and maintenance of the Automated Call Distribution (ACD) and Ticket Management System (TMS), ensuring integration with DTMO systems. • Monitor and report on metrics. • Coordinate with Immersion’s PM and DTMO’s PM on system updates, outages, and customer notifications. • Ensure quality assurance. • Support quarterly reviews and transition planning. • Minimum 5 years of experience managing a high-volume, multi-tiered assistance/support center. • Bachelor’s Degree in a related field. Experience may substitute education requirements. • Proficiency with call center technologies and ticketing systems. • Preferred Qualifications Familiarity with the Defense Travel System (DTS) TraX, Joint Travel Regulations (JTR), Government Travel Charge Card (GTCC) programs, and DoD Travel Policies