Operations Manager
SPOC Position Overview:
The SPOC will serve as the primary source of information, monitoring, and reporting for fee collection services,
document delivery, greeter services, information services, and appointment services. The SPOC will ensure that
the highest quality of customer service is provided to our clients in the country or region of responsibility.
Supervision will be provided by the Task Order Manager. However, this position requires significant ability to
operate and excel independently.
The qualification and skills of SPOC are listed below.
Education
Bachelor Degree (advanced degree and/or PMP preferred);
Knowledge of basic financial accounting is beneficial.
Professional Experience
Five years of progressive experience managing the implementation, execution, and oversight of programs,
including two (2) years leading diverse teams to foster customer service, innovative solutions, and proactive
communication.
Experience in client relations, vendors management, and customer service management.
Call center experience valued.
Experience in drafting management, business, technical, and personnel reports, reviews, and documents for
internal and external use.
Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).
Language Skills
Fluency in spoken and written English and local language (if relevant)
Interpersonal Skills
Ability to work independently while being part of a virtual, effective team.
Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
Flexibility in work hours and full availability during work week. Infrequent emergencies may happen on the
weekend and require the task order team’s attention.
Excellent oral and written communication skills.
Ability to conduct research to solve problems and execute solutions.
Superior organizational skills, high level of punctuality, work ethic and discretion.
Ability to build and maintain effective relationships with the client, team members, and various service vendors.
Security Clearance
Ability to obtain appropriate security certification as outlined by the government.