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Technology Integration Group · 9 hours ago

Operations Manager (Contact Center - Federal Contract)

Washington, DC

Full-time, Contract

Onsite

Mid, Senior Level

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. They are seeking an Operations Manager to oversee all daily operations for a government contact center, ensuring consistent, high-quality service delivery across a 24x7x365 environment.

ConsultingInformation ServicesInformation Technology

Responsibilities

Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff

Ensure adherence to program policies, processes, procedures, and training approval workflows

Communicate high‑level escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders

Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs

Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions

Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery

Partner with cross‑functional teams to maintain alignment with program goals and ensure operational readiness

Qualification

Contact center operationsPerformance metricsGovernment contractsSOP developmentOperational best practicesRegulated environment experienceLeadershipStakeholder managementCommunication skillsProblem-solving skills

Required

Experience managing contact center operations of approximately 200 staff or larger

Strong understanding of contact center workflows, performance metrics, and operational best practices

Proven ability to manage 24x7x365 operations and lead diverse teams

Strong communication, problem-solving, and stakeholder-management skills

Ability to oversee SOP development and ensure consistent operational execution

Bachelor's degree in Business Administration, Operations Management, Public Administration, or a related field

Preferred

Experience supporting government contracts or working within a regulated environment preferred

Company

Technology Integration Group

TIG is a single source IT solutions provider for businesses and organizations of all sizes.

Founded in 1981

San Diego, California, USA

201-500 employees

https://www.tig.com/

Funding

Current Stage

Growth Stage

Total Funding

unknown

2022-05-19Acquired

Leadership Team

Bruce Geier

President/CEO

Company data provided by crunchbase