Operations Manager

Job SummaryThe person selected for this position will:Manage overall operations and is responsible for the effective and successful management of labor, productivity, quality control as established and set for the HCTM/Contact Center.

Ensure accurate and efficient operations.

Serve as Contact Center representative on elevated issues.

Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management reporting, and looks for opportunities to expand ServiceNow systems.

Carry out Team Lead responsibilities in accordance with the division’s vision and guidance.

Responsibilities may include training new and existing employees; planning, assigning and directing work; monitoring and auditing employee performance and providing regular updates to Tier 1 Division Chief.

Familiar with a variety of contact center practices and procedures.

Rely on extensive experience and judgment to plan and accomplish goals.

Perform a variety of tasks.

Lead and direct the work of others.

A wide degree of creativity and latitude is expected.

Directly manages and directs Operational staff.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility.

It should not be considered an all-inclusive listing of work requirements.

Employee may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Essential Functions and ResponsibilitiesBusiness Unit Support 75% * Acts as the department’s Operations Manager expert* Planning, assigning and directing work* Auditing employee performance both in quantity and quality of ServiceNow tickets done* Present updates and trends to Tier 1 and HCTM Leadership* Utilizes data models to generate profiles that allow us to customize our service offerings to the specific needs of each member based on their profile* Work with other Centers within HCTM to provide thorough and up to date knowledge regarding areas of assistance the Contact Center provides* Maintains and updates the Knowledge Base articles* Provides training support for the use of ServiceNow Reporting / Analytics 25% * Understands and extracts meaning from data relationships and develops reports to enable effective use of the resulting knowledge* Track and report Member behaviors/productivity in day-to-day operations* Assists in other duties as required Travel Requirements 0
– 10% Salary Grade Job Requirements Education and/or ExperienceStrong data analysis, data verification and problem-solving abilitiesAdvanced knowledge with Microsoft Office Suite (Word, Excel, Power Point)Strong technical knowledge in data organizing, presentation toolsGood knowledge of ServiceNow, or other digital workflow platform preferredExcellent ability to understand the department goals and objectivesAbility to organize and maintain the daily operations of a Call Center Qualifications and RequirementsStrong ability to work under stress and meet demanding deadlinesAbility to function in an ambiguous environmentAvailable during Call Center hours of operations Excellent written and oral communication skillsExcellent listening, presentation and interpersonal skillsAble to prioritize and execute tasks in a high pressure environmentKeen attention to detailAbility to think criticallyExperience working in a team-oriented, collaborative environmentBe flexible and multi-task, coordinating work effort over numerous projects Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

MUST BE ABLE TO OBTAIN AND MAINTAIN USAID FACILITY ACCESS Category Human Resources Location USAID EH
– Washington, DC 20004 US (Primary) Education Bachelor’s Degree