Operations Site Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $80k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏥 Clinical Operations

👻 Ghost score 0%

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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

• Lead the day-to-day operations of a high-volume contact center handling approximately 1 million customer contacts annually • Plan, organize, and execute site operations to achieve service-level, productivity, quality, customer satisfaction, and operational performance objectives • Establish and maintain efficient, customer-focused operational processes • Monitor contact volumes, service levels, wait times, abandonment, handle times, resolution rates, productivity, and other KPIs • Identify operational trends and performance gaps and implement corrective actions • Coordinate voice, chat, chatbot, web, and other customer service channels • Ensure consistent application of SOPs, call scripts, call routing strategies, and customer service processes • Manage operational issues and coordinate escalation and resolution • Oversee workforce management, staffing strategies, schedules, adherence, breaks, overtime, voluntary time off, and real-time staffing adjustments • Monitor and analyze performance measures, quality results, and operational trends • Establish performance expectations and address performance gaps with supervisors and team leaders • Provide operational oversight of IVR, chatbot, live chat, VOIP, ACD, CRM, and related contact center technologies • Oversee knowledge management resources and updates to procedures and customer service guidance • Partner with training and quality teams to identify CSR training needs • Develop and maintain operational reports, dashboards, and performance summaries • Translate operational information into recommendations for leadership • Provide leadership and direction to supervisors, team leaders, workforce management personnel, quality staff, trainers, and other operational resources • Resolve operational conflicts and employee or customer service issues • Perform other duties as assigned

🎯 Requirements

• Bachelor's degree in business, communications, project management, or a related field; equivalent relevant experience may be considered • Current Project Management certification or equivalent recognized project management credential • 6+ years of program or project management experience, preferably leading high-volume contact center programs • Demonstrated experience managing federal Government programs, task orders, or comparable large-scale service operations • Demonstrated expertise in contact center performance management and customer experience • Experience managing or overseeing workforce management, quality assurance, knowledge management, CRM, data analytics, omnichannel operations, SOPs, and CSR training • Demonstrated knowledge of contact center technologies, including intelligent IVR, chatbot, live chat, VOIP, ACD, CRM, and related tools • Experience managing staffing, operations, resources, and budgets within a contractual environment • Experience presenting program performance, findings, and recommendations to senior Government officials or executive-level stakeholders • Ability to meet the stated physical requirements, with reasonable accommodations available • Equal opportunity employment applies to all qualified applicants