AECOM Walk-in Center Manager in Seattle, Washington

United States of America - Washington, Seattle

Job Summary

AECOM is seeking a Walk-in Center Manager to be based in our Seattle, WA location.

Position manages daily WIC operations. Also performs work-force management and analytic activities to effectively manage WIC staffing to provide adequate coverage, performance, and contract KPI compliance.

Position Description or Typical Responsibilities:

  • Understands program key metrics and reports on KPIs.

  • Reviews and reports Walk-in Center statistics.

  • Manages and understands the electronic queue management system.

  • Identifies the signs that may indicate possible performance opportunities and what areas to focus on to improve these numbers.

  • Directly manages multiple supervisors with indirect supervision of CSRs.

  • Performs responsibilities in accordance with the organization’s policies and applicable laws.

  • Interviews and hires direct reports.

  • Plans, delegates, and directs work as necessary.

  • Manages personnel issues with the assistance of Human Resources.

  • Addresses internal/external complaints and resolving problems.

  • Sets goals and career development opportunities for staff.

  • Develops staff schedule

  • Handled customer escalations when required

  • Assists with Walk-in center deposit reconciliations

Minimum Requirements


  • Bachelor’s degree in business or management or demonstrated equivalent.


  • 5 years experience in a call center and back office operations environment. Previous call center operations management preferred.

  • Strong process, analytical and organizational skills.

  • Strong time-management skills, problem-solving skills, and analytical skills.

  • Demonstrated productivity in a team environment, focusing on customer satisfaction.

  • Highly developed sense of integrity and commitment to operational excellence.

  • Strong verbal, presentation, and written skills.

  • Understanding of effective human communication, interactions, and dynamics.

  • Computer proficient in MS Office.

Preferred Qualifications

  • Prefer retail management experience.

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • This position does not include sponsorship for United States work authorization.

  • Relocation benefits are not available for this position.

What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

At AECOM, employee's safety and security are our top Safeguarding core value. All employees are expected to set the highest level of safety expectation in their work, display the highest level of safe behavior, and actively participate in AECOM's Safety For Life Program. SH&E is a part of our company culture and participation is required for all employees.

NOTICE TO THIRD PARTY AGENCIES: Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM.

Job Category Management

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 196081BR

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.