Operation Manager

Job not on LinkedIn

🔥 1 minute ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

💵 $77k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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InspiriTec, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

💼 Consulting

🏛️ Government

🌍 Social Impact

Consulting • Government • Social Impact

InspiriTec, Inc. is an award-winning provider of contact center and help desk solutions, focused on delivering exceptional customer service through the affirmative employment of professionals with disabilities, veterans, and disadvantaged individuals. The company emphasizes the integration of customized technology with its mission of fostering inclusive employment opportunities. With a proven track record, InspiriTec not only supports its team members but also generates significant business results, employing over 3,500 individuals with disabilities since its inception.

📋 Description

• Manage the daily operations of the NASA Enterprise Shared Center Customer Contact Center • Manage approximately 50 customer service personnel, including Team Leads and Tier 1 representatives • Ensure contractual Service Level Agreements and quality standards are met • Back up the Team Lead during absences • Coordinate issues and escalations with other NASA departments • Manage subcontractor relationships and service levels during transition and post-transition • Coordinate weekly and monthly contact center metrics reporting • Attend meetings with InspiriTec ESC management and NASA representatives to report CCC performance and open issues • Resolve customer problems, fulfill escalation requests, and advocate first-call resolution • Motivate the team and maintain a positive virtual working environment • Coordinate staffing issues with InspiriTec HR and case management • Recommend and implement process and subject-matter changes • Support smooth transitions of new releases and applications into Tier 1 NASA CCC support • Perform other assigned duties

🎯 Requirements

• Strong leadership skills and experience, preferably in a call center environment • Technical information technology background and proficiencies • Military systems proficiency desired • BS degree or equivalent experience plus education • Experience with NASA CCC processes and procedures • Preferably call center, technical support, help desk, or other customer service experience • ITIL certification and/or Help Desk International (HDI) certifications desired • Must maintain a favorable NASA Public Trust security clearance • Strong written, verbal, interpersonal, communication, and organizational skills • Ability to work independently with minimal supervision • Proven research and problem-solving skills • Ability to work with and recalculate contact center metrics • Ability to write plans and standard operating procedures • Ability to comprehend basic instructions and correspondence • Ability to present information effectively to customers, clients, and employees • Ability to multitask and be detail-oriented and customer-focused • Ability to sit, talk, hear, use hands, occasionally stand, walk, reach, stoop, kneel, crouch, or crawl • Ability to occasionally lift and/or move up to 10 pounds

🏖️ Benefits

• Minimal travel to training, conferences, and customer meetings • Remote work may be available • Reasonable accommodations for individuals with disabilities • EEO/disability/veteran protections