NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. Our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
Operations Manager
Location
United States
Posted
2 days ago
Salary
$92.4K - $171.1K / year
Seniority
Lead
No structured requirement data.
Job Description
Operations Manager
NTT DATA Services
Role Description The Operations Manager oversees all daily operations for a government contact center, ensuring consistent, high‑quality service delivery across a 24x7x365 environment. This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. The Operations Manager serves as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements. - Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff. - Ensure adherence to program policies, processes, procedures, and training approval workflows. - Communicate high‑level escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders. - Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs. - Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions. - Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery. - Partner with cross‑functional teams to maintain alignment with program goals and ensure operational readiness. Qualifications - Bachelor's degree - Minimum 10 years of experience supporting a contact center operations of approximately 200 staff or larger. - Minimum 5 years of experience supporting government contracts or working within a regulated environment. - Ability to obtain/maintain a Public Trust clearance Requirements - Strong understanding of contact center workflows, performance metrics, and operational best practices. - Proven ability to manage 24x7x365 operations and lead diverse teams. - Strong communication, problem‑solving, and stakeholder‑management skills. - Ability to oversee SOP development and ensure consistent operational execution. Benefits - Medical, dental, and vision insurance with an employer contribution - Flexible spending or health savings account - Life and AD&D insurance - Short and long term disability coverage - Paid time off - Employee assistance - Participation in a 401k program with company match - Additional voluntary or legally-required benefits
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