Contact Center Operations Site Manager

Company Description

Headquartered in Bethesda, Maryland, ISN Corporation is a nationwide provider of specialized professional services to Federal government agencies. ISN's portfolio includes work with over 100 Federal agencies.

ISN Corporation has been awarded a place in theWashington Business Journal's list of the 50 Fastest Growing Government Contractors. ISN is also on the Business Inc. Magazine's 5000

List of Fastest Growing Private Companies for the last two years.

ISN Corporation offers many competitive benefits to its employees, including:

• Major medical insurance with prescription coverage
• Dental plan
• Flexible spending
• Short-term and long-term disability benefits at no cost to employees
• Basic life insurance at no cost to employees
• Retirement Plan
• Paid leave with accrual beginning at Date of Hire

ISN is seeking a highly skilled Operations Site Manager who will be responsibe for overseeing operations of a large, high-volume government omni channel contact center. This individual will make sure there is adequate staff at all times as well as planning and execution of all operations of a high-volume contact center.

• Knowledge of contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
• Workforce management skills sufficient to ensure staffing for all communications channels is sufficient to meet performance measures, including real-time management.

Experience:

• 6-8 years experience overseeing operations, including the planning and execution of all operations of a high-volume contact center with approximately 1M contacts per year.
• Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, call scripting, call routing, data analysis, omnichannel operations, standard operating procedures, and conflict resolution and CSR training.

Education:

• Bachelor's degree in business, communications, or a related field

ISN Corporation is an Equal Opportunity Employer

ISN Corporation is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,age, national origin, protected veteran status, disability status, marital status, genetic information, or any other characteristic protected by law.

ISN Corporationis a Drug-Free Workplace. Candidates are required to pass a pre-employment background investigation before beginning employment.