{"id":1982139,"url":"https://alion.io/job/universal-language-service-contact-center-operations-manager","title":"Contact Center Operations Manager","company":{"id":2403949,"name":"Universal Language Service","domain":"universallanguageservice.com","url":"https://alion.io/company/universallanguageservice","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":49000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2874},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-07T00:18:11Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-28T15:05:08Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"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. Ideal operations manager will be responsible for ensuring contact center / scheduling department meets all of the customer service KPI goals; including service level commitments through the management of retention of employees and workforce management best practices. Ideal candidate should have previous operations management experience managing a call center, previous experience in the language interpreting translations services industry preferred!\nWho are we: UniversalLanguage 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 are specially certified and qualified to ensure the highest level of professionalism, making us the premier choice for your language interpretation and translation needs.\nSUMMARY: 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.\nDUTIES AND RESPONSIBILITIES:\nCarries out supervisory responsibilities in accordance with the organization's policies and applicable laws.\n* Manage 24/7 oversight of OPI/VRI interpreter services team.\nResponsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.\nMonitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed.\nMonitors and analyzes productivity of Contact Center staff; generates reports based on analysis of KPIs.\nEnsure contract SLA’s are communicated to the contact center team and being met monthly, quarterly, and annually.\nMaintain collaboration with Contract Manager for HCA, DSHS, and DCYF, to ensure Contact Center is fulfilling contract expectations.\nIdentifies and resolves problems; prepares documents, and completes action plans; executes process improvement and quality assurance programs.\nPrepares Contact Center performance reports by collecting, analyzing, and summarizing data and trends.\nProduces daily reports for leadership team to update on daily, weekly and monthly tasks accomplished and planned.\nIn 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.\nDevelops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.\nDevelops knowledge of using phone system and contact center communications solutions.\nDevelops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.\nWorks closely with Contact Center Operations team (team leads) to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance to regulatory-based best practices.\nIn collaboration with senior management team, plans, develops, organizes, writes, and edits operational procedures, manuals, knowledge base, employees’ tests and quizzes, produce tutorials to help end-users use a variety of portals and applications.\nHandles escalated incidents with interpreters and/or customers regarding employee and contractor performance.\nProvides leadership, communication, and coaching to employees; cultivates a motivated employee environment of trust, teamwork, accountability, self-confidence, and business ownership.\nEnsures that company operations comply with federal, state, local, and/or company policies and regulations.\nServes as backup for Help Desk in troubleshooting basic phone equipment settings.\nResponds to calls from after-hours staff to address concerns requiring urgent attention\nDemonstrate exemplary discipline and work ethic for fellow employees and subordinates\nAccomplishes Contact Center human resource objectives by participating with HR in recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; recommends compensation actions; enforces policies and procedures; staff shifts schedule and capacity planning for 24/7/365 Contact Center; monitors staffs' attendance and punctuality.\nParticipates in meetings as a subject matter expert, as needed.\nMaintains professional and technical knowledge by tracking emerging trends in Contact Center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.\nAttends meetings with leadership team and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.\nStays up to date on industry regulations, trends, and technology.\nOther special projects and assignments, as required.\nSUPERVISORY RESPONSIBILITIES:\nDirectly supervises Contact Center department employees within.\nCarries out supervisory responsibilities in accordance with the ULS's policies and applicable laws.\nQUALIFICATIONS:\nBachelor's degree (B. A.) or equivalent, three to five years related experience, or equivalent combination of education and experience.\nBasic competence in duties and tasks of supervised employees.\nStrong organizational, problem-solving, and analytical skills\nAbility to manage priorities and workflow\nExcellent customer service and interpersonal skills.\nDemonstrated ability to supervise and motivate subordinates.\nGood judgement with the ability to make timely and sound decisions\nCreative, flexible, and innovative team player\nCommitment to excellence and high standards.\nExcellent written and verbal communication skills.\nVersatility, flexibility, and a willingness to work within constantly changing\npriorities with enthusiasm.\nProficient on Microsoft 365 Office.\nPrevious experience working in the language services industry managing operational teams preferred.\nWe're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.\n** Seeking Professionals from the language interpreting translations services industry! Who have experience in quality control, customer service and language operations! ***","description_format":"text","description_chars":6972,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Translation Services"],"lifecycle":[{"event":"open","at":"2026-10-07T00:18:11Z"}],"visa":[],"liveness":{"score":42,"band":"fade","label":"Fading","p_open":1,"p_active":0.766,"p_room":0.55,"age_days":21,"expected_fill_days":21,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/universal-language-service-contact-center-operations-manager","json_url":"https://alion.io/job/universal-language-service-contact-center-operations-manager.json","meta":{"generated_at":"2026-10-28T18:15:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25024,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2403949},"rest":"https://alion.io/mcp/rest/get_company?id=2403949"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funiversal-language-service-contact-center-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funiversal-language-service-contact-center-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funiversal-language-service-contact-center-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/universal-language-service-contact-center-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funiversal-language-service-contact-center-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1982139}},{"tool":"search_jobs","arguments":{"company":"universallanguageservice.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1982139},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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