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Operations Center Manager

Operations Center Manager

Location: Falls Church, VA

Position Summary

The position is responsible for managing the day-to-day operations of the assigned shift within the CHEMTREC Operations Center. The position works directly with their assigned shift team members and reports directly to CHEMTREC’s Operations Center Director.

Major Duties and Responsibilities

  • Acts as Operations Center Manager of the assigned shift, serving as part of CHEMTREC’s Management Team.
  • Responsible for day-to-day floor management and coaching of staff handling calls and incidents.
  • Sets yearly performance and team goals in alignment with goals of the organization.
  • Responsible for working with individual team members to establish goals and evaluating their performances on an annual basis.
  • Uses various tools, resources and statistics to monitor and evaluate performance of team and individuals on a daily basis to ensure performances meet expectations.
  • Responsible for, and in conjunction with Senior Management, in hiring and firing staff as well as determine disciplinary actions for team members.
  • Works directly with Senior Management in communicating needs and resources necessary to ensure department and organization needs are met.
  • Helps develop and write Operation policies to ensure that Operations Center needs are continuous evolving to meet customer requirements.
  • Serves as Management lead on-site for organization during non-regular business hours.
  • Acts as lead trainer and quality assurance representative for individual team.
  • Answers, screens and processes incoming calls as well as prioritizes calls, evaluates and analyzes situations to provide appropriate and timely responses, including calls related to chemical spills, fires, leaks, or personnel exposures.
  • Executes relevant standard operating procedures, policies, and protocols.
  • Audits and approves assigned shift Emergency Services Specialist (ESS) timesheets.
  • Collaborates with other departments within CHEMTREC to provide input and support, as needed.
  • Performs other related duties as assigned.


  • Bachelor’s degree or equivalent experience in similar environment.
  • Five years’ experience in information management, chemistry, hazardous materials, hazardous materials transportation, or emergency response/emergency management discipline.
  • Ability to work 12-hour shifts including weekdays and weeknights as well as weekends and federal holidays.
  • Minimum two years of experience as an ESS.
  • Experience working in a global/international call center or telephone-based customer service environment.
  • Ability to use independent judgment in evaluating situation/issues.
  • Ability to manage and prioritize multiple projects and tasks.
  • Demonstrate strong leadership during stressful and busy situations.
  • Ability to motivate and encourage individuals and teams.
  • Strong oral and written communication and customer service skills.
  • Working knowledge of Microsoft Office, including Outlook, CRM, Microsoft Word, Excel, and PowerPoint as well as internet-based applications.
  • Ability to travel domestically.


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