Call Center Operations Manager

DC Department of Employment Services

March 18, 2026

Overview

The Call Center Operations Manager serves as the senior leader of the Office of Customer Experience (OCE). This critical role oversees the Agency’s comprehensive contact center ecosystem—comprised of Unemployment Insurance, Paid Family Leave, Office of Youth Programs, and General Inquiries—as well as the Agency’s various in-person front desk locations. As the agency adopts new technologies, the Call Center Operations Manager will drive the evaluation and implementation of next generation contact center tools to better serve the residents of the District.

Duties

Performs all critical human capital functions—from assigning duties and formulating resource plans to approving leave and administering corrective actions.
Defines quantitative and qualitative performance standards, fostering a culture of high engagement through active coaching and mentorship, and implementing administrative best practices that sustain operational excellence.
Analyzes key performance indicators such as call volume, drop rates, and wait times, the incumbent provides actionable insights into operating performance and operational health.
Responsible for translating broader agency customer service goals into specific, measurable performance metrics for the team.
Drives the technological evolution of the center; the incumbent evaluates Contact Center as a Service (CCaaS) technology, directing support resources to ensure system stability during peak periods and recommending enhancements to ensure the agency utilizes best-in-class tools.

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