Operations Site Manager in at Pearl Interactive Network LLC

Pearl Interactive Network is seeking an Operations Site Manager (OSM)!

The Operations Site Manager (OSM) is responsible for the overall planning, execution, and day-to-day management of a high-volume contact center operation. This position provides operational leadership across voice and digital customer service channels and ensures that staffing, technology, processes, performance, quality, and customer experience objectives are consistently achieved.

The Operations Site Manager oversees contact center operations, workforce management, performance management, quality assurance, customer relationship management, knowledge management, call routing, scripting, data analysis, and CSR training.

Essential Duties and Responsibilities:

Contact Center Operations

• 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 established service-level, productivity, quality, customer satisfaction, and operational performance objectives.
• Establish and maintain operational processes that support consistent, efficient, and customer-focused service delivery.
• Monitor contact volumes, service levels, wait times, abandonment, handle times, resolution rates, productivity, and other key performance indicators.
• Identify operational trends and performance gaps and implement corrective actions.
• Coordinate activities across voice, chat, chatbot, web, and other supported customer service channels.
• Ensure consistent application of standard operating procedures, call scripts, call routing strategies, and customer service processes.
• Manage operational issues and coordinate appropriate escalation and resolution.

Workforce Management and Real-Time Operations

• Oversee workforce management activities to ensure appropriate staffing levels across all customer communication channels.
• Develop and implement staffing strategies based on forecasted contact volumes, service-level requirements, employee availability, and operational priorities.
• Monitor real-time contact center conditions and make staffing adjustments to address changing volumes, service levels, or customer demand.
• Coordinate staffing, schedule adherence, breaks, lunches, overtime, voluntary time off, and other workforce adjustments as appropriate.
• Identify potential staffing shortages or excess capacity and take proactive action to maintain performance objectives.
• Ensure staffing levels are sufficient to meet established performance measures across voice and digital channels.

Performance and Quality Management

• Monitor and analyze contact center performance measures and operational trends.
• Establish appropriate performance expectations and work with supervisors and team leaders to address performance gaps.
• Analyze quality results and identify opportunities for coaching, training, process improvement, and operational changes.

Technology and Omnichannel Operations

• Provide operational oversight of contact center technologies and their integration into daily operations.
• Demonstrate working knowledge of intelligent IVR, chatbot, live chat, VOIP telephony, Automatic Call Distribution (ACD), CRM platforms, and associated contact center tools.
• Monitor technology performance and identify operational issues affecting customer access or service delivery.
• Ensure call routing and digital-channel configurations support established service-level and customer experience objectives.

Knowledge Management and Standard Operating Procedures

• Oversee the consistent use and application of knowledge management resources.
• Ensure standard operating procedures and customer service guidance are communicated effectively to frontline employees.
• Identify gaps, outdated information, or inconsistencies in knowledge resources and coordinate appropriate updates.
• Partner with training and operational teams to ensure employees understand and consistently apply current procedures.
• Support the development and implementation of new procedures resulting from operational, technological, or program changes.
• Partner with training and quality teams to identify customer service representative training needs.

Data Analysis and Reporting

• Analyze contact center data to evaluate operational performance and identify trends, risks, and improvement opportunities.
• Develop and maintain operational reports, dashboards, and performance summaries.
• Translate complex operational information into actionable recommendations for leadership.
• Monitor the effectiveness of operational changes and adjust strategies based on measurable results.

Leadership and Team Management

• Provide leadership and direction to contact center supervisors, team leaders, workforce management personnel, quality staff, trainers, and other operational resources as applicable.
• Resolve operational conflicts and support effective resolution of employee and customer service issues.

Qualifications & Skills:

• 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.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.