Contact Center Operations Manager (Manager III), Grade M3
Montgomery CountyAbout the Position
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THIS IS AN INTERNAL "ONLY" JOB POSTING, AVAILABLE TO CURRENT MONTGOMERY COUNTY GOVERNMENT EMPLOYEES.
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This Position is ONLY Open to Montgomery County Government Employees:
- Current Montgomery County Government employees;
- Montgomery County employees who was affected by reduction-in-force and currently have RIF priority rights;
- Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or
- Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship.
Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $101,474.00 to $176,258.00, based on the candidate’s qualifications and experience.
WHO WE ARE
The mission of the Department of Technology and Enterprise Business Solutions (TEBS) is to use information technology to:
- Enable our employees to provide quality services to our citizens and businesses
- Deliver information and services to citizens at work, at home, and in the community
- Increase the productivity of government and citizens.
TEBS is a fully integrated enterprise in which all Montgomery County Government Departments and Offices can use reliable, accurate, and secure information to perform the government services and functions essential to the citizens of Montgomery County.
The MC311 Customer Contact Center is a central resource to assist residents in Montgomery County. It provides a single point of contact for non-emergency county services, making it simple for residents to get what they need. MC311’s use of innovation, knowledge, and compassion builds trust and ensures an exceptional customer experience for our diverse community. More information about MC311 and the services it provides is available at MC311.com.
WHO WE ARE LOOKING FOR
The Department of Technology Services, MC311 Division, is seeking a Contact Center Operations Manager (Manager-III), Grade M3, to lead daily operations and ensure exceptional service delivery for Montgomery County residents. In this role, you will oversee workforce planning, performance management, and implement operational improvements that support County goals. You will provide strategic guidance and supervision to contact center supervisors and Customer Service Representatives, ensuring compliance with policies, procedures, union agreements, and quality standards. The ideal candidate has proven experience managing contact centers in a public sector environment, is skilled at motivating teams, and is dedicated to delivering outstanding customer experiences.
What You'll Be Doing
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This leadership role is responsible for directing the operational, administrative, and strategic functions of the MC311 Contact Center. The position requires a highly skilled, forward-thinking manager capable of overseeing complex service delivery, ensuring regulatory compliance, supporting staff development, and maintaining high-quality customer service outcomes across a large, high-volume operation. The selected candidate will be expected to demonstrate strong decision-making, excellent communication, and the ability to collaborate effectively with internal County partners and stakeholders.
Overseeing the day-to-day operations of the MC311 Contact Center.
Evaluating workflow efficiency, service quality, and overall customer experience.
Developing, implementing, and updating policies, procedures, and operational guidelines.
Designing and executing data-driven strategies to forecast short- and long-term resource needs.
Coordinating with knowledge portfolio managers to maintain accurate and up-to-date service information.
Conducting hiring, performance evaluations, coaching, and disciplinary actions.
Ensuring staff are properly trained and consistently meet established performance standards.
Maintaining strong working relationships with County departments and internal partners.
Preparing reports, operational updates, and data analyses to support leadership decision-making.
Ensuring compliance with County regulations, personnel policies, and service standards.
Managing ADA, EEO, FMLA, union agreements, and other employee-related matters.
Overseeing telework program administration and operational deployment.
Participating in occasional MC311 community outreach events.
Managing call center supervisors (currently four), including monitoring performance and developing performance plans and appraisals.
Additional Information (Please Read the Entire Section):
MC311 Contact Center standard operating hours are currently 7:00 AM to 7:00 PM, with shifts starting at 6:30 AM. This role requires working within these hours and adjusting as needed. A five-day workweek and schedule flexibility are required. Operating hours are subject to change.
Occasional after-hours or weekend work may be required, such as during “holiday slide” operations, contact center activation, or off-schedule system maintenance events.
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
This position is a 100% virtual role upon successful completion of the required training and probationary period. While the position is predominantly remote, the Manager will occasionally be required to participate in in-person meetings, events, or operational activities where management presence and oversight are necessary. Candidates should be prepared to attend these engagements as part of fulfilling essential leadership responsibilities.
- Candidates should be aware that this role requires active leadership during emergency situations when MC311 is activated. The Contact Center plays a critical role in the County’s emergency response, particularly during severe weather events, and it can be activated several times a year. When these events arise, the manager is expected to support operations, adjust schedules as needed, and ensure service continuity. This expectation will be communicated during screening and interviews, but we want applicants to understand upfront that emergency operational support is an essential component of the position.
Minimum Qualifications
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Education: Graduation from an accredited college or university with a Bachelor’s Degree.
Experience: Five (5) years of progressively responsible professional experience in contact/call center operations, customer service, program administration, or related field.
Equivalency: An equivalent combination of education and experience may be substituted.
Preference will be given to candidates who have demonstrated experience working within unionized environments, including applying and interpreting collective bargaining agreements, supporting labor-management relations, and navigating workplace scenarios involving represented employees.
Financial Disclosure Statement: This position is designated as one that requires filing a Financial Disclosure Statement, and you will be required to disclose information about your financial affairs.
Medical Protocol: This position requires completion of a pre-employment Medical History Form to assess your ability to safely perform the essential duties of the role.
Preferred Criteria, Interview Preferences
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All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Applicants who meet the minimum qualifications will be rated “Qualified,” placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following:
- Experience in public sector customer service operations.
- Experience leading multi-layered contact center teams.
- Experience with understanding and adhering to employee policies and collective bargaining agreements.
- Experience with monitoring contact center performance to KPIs such as Abandon Rate, Average Handle Time, Answer Rate, Average Occupancy Rate and Average Speed to Answer, plus experience with forecasting resources using an Erlang Model.
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IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.