Operations Manager

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $65k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 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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Pearl Interactive Network, LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Pearl Interactive Network, LLC is a contact center and customer support provider specializing in beneficiary support, behavioral health, and multi-channel call center operations for federal, state, and commercial clients. With over two decades of experience and management of millions of citizen engagements annually, Pearl combines workforce management, trained personnel, and technology to deliver human-centered, consultative, and often complex interactions. The company partners with prime contractors, government agencies, and commercial organizations to improve access to services and advances social responsibility by creating employment opportunities for underserved populations.

📋 Description

• Manage, coach, and develop a team of supervisors • Oversee daily contact center operations across telephone, chat, secure messaging, and web form channels • Ensure inquiry handling, information delivery, communication, procedures, and service standards meet requirements • Supervise frontline supervisors and team leads and reinforce accountability • Monitor service-level agreements, productivity, quality, response times, customer satisfaction, and contractual performance • Analyze operational reports, staffing data, quality findings, inquiry volumes, backlogs, and performance metrics • Develop and implement operational improvement plans • Coordinate coaching and performance management with supervisors, Quality Assurance, and Training • Support recruiting, hiring, onboarding, and retention activities • Coordinate staffing and resource allocation across communication channels • Coordinate bilingual service delivery and language-capable staffing coverage • Review schedules, attendance, forecasts, workload distribution, and coverage plans with Workforce Management • Identify training needs and coordinate training support • Collaborate with Quality Assurance to identify root causes and corrective actions • Ensure accurate records of attendance, productivity, coaching, escalations, incidents, and performance • Recommend updates to knowledge content, scripts, job aids, workflows, and training materials • Coordinate responses to service disruptions, backlogs, technical issues, and staffing shortages • Coordinate with USCIS and technical and operational stakeholders on authorized system maintenance, upgrades, and releases • Monitor impacts of approved system changes and coordinate communications, workflow adjustments, and training • Prepare and provide operational reports on staffing, productivity, service levels, quality, volumes, backlogs, corrective actions, and improvements • Coordinate with the Project Manager on contract performance, deliverables, risks, staffing, and operational issues • Coordinate with the Site Manager on facility needs, onsite staffing, workplace readiness, and local logistics • Escalate contractual, technical, staffing, security, and performance issues beyond authority • Promote communication, accountability, engagement, and continuous improvement • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in business management preferred • US Citizen • 3+ years of related experience in operations and customer service, including supervisory or equivalent military experience • Experience implementing call center services organizations and startup operations • Experience managing and coaching various organizational levels • Knowledge/experience in infrastructure management, including facility, IT support, and business processes • Intermediate to advanced proficiency with MS Outlook, Calendar, Excel (Office 365–2016), and SharePoint • Experience with web-based applications and cloud services, including document storage • Excellent verbal and written communication skills • Strong time management skills and ability to assess and adjust priorities • Ability to work effectively in both in-office and virtual teams • Ability to solve complex problems and issues • Strong analytical skills to interpret and forecast financial budgets • Ability to develop, recommend, and implement continuous process-improvement plans • Strong leadership experience and skills • Customer relations skills and experience • Flexibility and willingness to perform other assigned duties • Broadband internet with minimum 25 Mbps download and 5 Mbps upload speeds • No satellite connections • Ethernet cable access; Wi-Fi-only connectivity prohibited • Private, secure, distraction-free home workspace

🏖️ Benefits

• Medical, Dental, Vision, and Life Insurance • Paid time off • Paid holidays • 401K eligibility • Additional ancillary benefits supporting professional, physical, and financial well-being • Professional development and coaching program • Flexible operating hours • Computer equipment, monitor, and headset provided • Remote work arrangement • Private and secure home workspace