Operations Manager

Overview:

The Operations Manager is the day\-to\-day operational leader of the Travel Assistance Center (TAC), a 24/7 contact center supporting DoD travelers worldwide. You’ll own shift scheduling, SLA performance, staffing coordination, and call/chat volume forecasting across a team of 50\+ analysts organized into General and Specialty tiers. You report directly to the Program Manager and are the primary point of accountability for service delivery, quality, and operational continuity.

Responsibilities:

• Oversee operational workflows and performance, monitoring SLAs—including call length, first\-call resolution, wait times, and customer satisfaction—and implementing improvements based on analytical review.
• Manage administrative functions related to shift scheduling, surge staffing strategies, and call/chat volume forecasting using historical and predictive data.
• Provide administrative leadership to General Team Leads, Specialty Leads, Training, Technical Support, and Communications \& Outreach staff.
• Support HR and recruiting processes, including staffing continuity planning, onboarding coordination, and related administrative actions.
• Direct SOP governance, knowledge\-base updates, and refinement of escalation protocols to ensure procedural accuracy and policy compliance.
• Prepare operational reports and dashboards for leadership and government stakeholders, offering insights and recommendations for program decision\-making.
• Coordinate administrative response during surge periods (e.g., PCS season, system releases, policy updates) to ensure continuity and service stability.

Qualifications:

• U.S. Citizenship and active Secret clearance.
• Minimum 5 years of experience managing a multi\-tiered, high\-volume assistance or support center of similar scale.
• Demonstrated experience with workforce management, shift scheduling, and SLA\-driven performance management.
• Experience with contact center platforms (NICE CXone, Genesys, or equivalent ACD/IVR systems).
• Experience with ticket management systems (Oracle Service Cloud/RightNow, ServiceNow, or similar).
• Bachelor’s degree or equivalent combination of education and experience.
• Strong written and verbal communication skills; comfort briefing government stakeholders.

Preferred Qualifications

• Experience supporting DoD or federal government contact center operations.
• Familiarity with the Defense Travel System (DTS), Joint Travel Regulations (JTR), or military travel processes.
• Experience managing geographically distributed or remote teams.
• Knowledge of NICE CXone reporting, dashboards, and workforce management modules.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15\) pounds.
• May require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out\-of\-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000\-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025\.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.