Overview Highlight is seeking an experienced Operations Site Manager to oversee a fast paced contact center for a federal customer. Responsibilities Manage operations for a high volume contact center Responsible for managing and reporting on contact center performance measures Plan and execute all contact center operations Qualifications 6+ years experience managing high paced contact center operations 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. Knowledge of contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools Exceptional customer service skills Prior workforce management experience About Highlight For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results. Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers. To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email. Recruitment Fraud Disclaimer Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals. To protect yourself, keep the following in mind: All emails will come from an official @highlighttech.com or @talent.icims.com email address. We will never request payment or personal financial information during the recruitment process. We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels. If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight, please contact our team directly at Recruiting@highlighttech.com. --- #cwhp