Call Center Operations / Site Manager

About Us:

Tryfacta is a leading, nationally renowned Workforce Management Solution provider for private and public sector organizations across the United States. We specialize in Healthcare, IT, Business Support, and Professional & Craft/Light Industrial staffing solutions.

Founded in March 1996, Tryfacta has a presence in all 50 states and has been recognized by Inc. Magazine''s Inc. 5000 list of America''s fastest-growing companies.

Tryfacta is certified by The Joint Commission for Healthcare Staffing Services and maintains multiple ISO certifications reflecting our commitment to quality and continuous improvement.

Job Summary

Tryfacta is seeking a Call Center Operations / Site Manager for our client, the State of Nebraska Department of Health and Human Services (DHHS), in Wausa, Nebraska 68786. This is a temporary contract assignment. If you meet the qualifications listed below and are interested, please Apply Now!

Position Title: Call Center Operations / Site Manager
Location: Wausa, NE 68786
Duration: Long-Term Contract
Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM CST
Pay Rate: Open / DOE

Responsibilities for this position include, but are not limited to:

• Manage daily call center operations, staffing, scheduling, and supervisory coverage.
• Monitor call volumes, service levels, average handle time (AHT), abandonment rates, attendance, schedule adherence, and quality metrics.
• Supervise team leads, supervisors, and customer service representatives.
• Lead coaching, performance management, employee engagement, and retention initiatives.
• Coordinate with Workforce Management, Recruitment, Training, and Quality Assurance teams.
• Manage escalated customer inquiries and ensure timely resolution.
• Prepare operational reports and communicate staffing, performance metrics, risks, and corrective actions.
• Ensure compliance with organizational policies, confidentiality, security, and customer service standards.
• Support continuous improvement initiatives through analysis of operational performance and customer feedback.
• Maintain workforce readiness and service continuity in a high-volume inbound call center environment.
• Collaborate with leadership and stakeholders on strategic and operational initiatives.

To be considered for this position, you should have:

• Bachelor''s degree preferred or equivalent experience.
• Minimum 5 years of call center/customer service operations experience.
• Minimum 3 years of supervisory or management experience in a contact center environment.
• Experience managing high-volume inbound call center operations.
• Strong knowledge of workforce scheduling, service level management, and KPI reporting.
• Experience with quality assurance programs, employee coaching, and performance improvement plans.
• Strong leadership, communication, analytical, and problem-solving skills.
• Proficiency with call center performance metrics, reporting tools, and operational dashboards.
• Experience managing customer escalations and driving customer satisfaction.
• Public sector, government, healthcare, human services, Child Support, Medicaid, SNAP, or related program experience preferred.

Preferred Qualifications

• Contact Center Operations Management experience.
• Multi-site or remote workforce management experience.
• Lean Six Sigma, PMP, or Contact Center Management certifications are a plus (not required).
• Experience supporting government contracts or public sector customer service programs.

Keywords

Call Center Manager, Contact Center Manager, Operations Manager, Site Manager, Customer Service Manager, Workforce Management, WFM, KPI Management, Quality Assurance, Performance Management, Team Leadership, Public Sector, Government, Human Services, Contact Center Operations.

Tryfacta is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.