.Universal Language Service is seeking a Contact Center Operations Manager to assist with the day-to-day contact center operations and remote 24/7 interpreter services operations. The ideal operations manager will be responsible for ensuring the contact center/scheduling department meets all of the customer service KPI goals, including service level commitments through the management of employee retention and workforce management best practices. Previous operations management experience in managing a call center is required, and experience in the language interpreting and translation services industry is preferred!Who are we: Universal Language Service is a top provider of interpreting and translation solutions, offering remote and onsite options such as Video Remote Interpreting (VRI), Audio (OPI), and Onsite Interpreting. Our team of interpreters is specially certified and qualified to ensure the highest level of professionalism, making us the premier choice for your language interpretation and translation needs.SUMMARY: Manages the day-to-day operations of the Contact Center, Scheduling department, internal ASL team, and remote interpreter services team. Oversees the American Sign Language scheduling for in-person contracts and video remote sessions. Responsible for maintaining and increasing the efficiency of overall job fill rates while ensuring the 24/7 operations team meets operational goals.DUTIES AND RESPONSIBILITIES:Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.Manage 24/7 oversight of OPI/VRI interpreter services team.Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed.Monitors and analyzes productivity of Contact Center staff; generates reports basedon analysis of KPIs.Ensure contract SLA's are communicated to the contact center team and being met monthly, quarterly, and annually.Maintain collaboration with Contract Manager for HCA, DSHS, and DCYF, to ensure Contact Center is fulfilling contract expectations.Identifies and resolves problems; prepares documents, andcompletes action plans; executes process improvement and quality assurance programs.Prepares Contact Center performance reports by collecting, analyzing, and summarizing data and trends.Produces daily reports for leadership team to update on daily, weekly, and monthly tasks accomplished and planned.In collaboration with the senior management team, meets Contact Center financial objectives by estimating requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions.Develops a continuous improvement strategy