TDB Communications, Inc.

Operations Manager

TDB Communications, Inc., CHESTER, VA

Operational Management:

Oversee the daily operations of the call center, ensuring all activities align with federal contract requirements.
Coordinate with the prime contractor to ensure seamless integration and collaboration.
Monitor call center performance metrics and implement strategies for continuous improvement.
Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Team Leadership:

Lead, mentor, and develop a team of call center Managers and Supervisors.
Conduct regular team meetings to communicate goals, provide feedback, and address any issues.
Manage staffing levels to ensure adequate coverage and efficient operations.

Compliance and Quality Assurance:

Ensure all operations comply with federal contract regulations and guidelines.
Maintain quality assurance processes to monitor and improve call center performance.
Conduct regular audits and reviews to identify areas for improvement and ensure compliance.
Address and resolve any compliance issues promptly.

Customer Service:

Handle escalated customer inquiries and complaints effectively and professionally.
Analyze customer feedback to identify trends and implement corrective actions.
Work with the prime contractor to develop and enhance customer service strategies.

Reporting and Analysis:

Prepare and present regular reports on call center performance, compliance, and customer satisfaction to senior management and the prime contractor.
Utilize data analysis to identify trends, forecast future needs, and make informed decisions.
Implement and monitor key metrics to measure the success of call center operations.

Education and Experience:

Bachelor's degree in Business Administration, Management, or a related field preferred.
Minimum of 5 years of experience in call center management, with at least 2 years in a supervisory role.
Experience working with federal contracts and an understanding of federal regulations.