Office Manager

Essential Job Functions

Site Operations & Workplace Readiness

- Serve as the primary onsite point of contact for workplace and facility matters and maintain a professional, organized, safe, and employee-ready contact center environment.

- Conduct routine site walk-throughs and coordinate timely resolution of issues involving workstations, furniture, lighting, HVAC, restrooms, break areas, meeting rooms, training spaces, common areas, signage, cleanliness, noise, and other workplace conditions.

- Maintain seating plans, workspace assignments, conference and training room readiness, visitor areas, lockers, storage, and other shared spaces in coordination with Operations, Human Resources, Training, and IT.

- Support new-hire waves, training classes, client visits, leadership meetings, employee events, and other site activities by coordinating room setup, seating, supplies, access, catering, signage, and related logistics.

- Monitor site capacity and recurring workplace needs and recommend practical adjustments to improve space utilization, employee experience, operational readiness, and cost efficiency.

Facilities, Vendors & Safety

- Coordinate day-to-day activities with building management, janitorial, maintenance, security, waste, food or vending, office-supply, furniture, and other facility vendors in accordance with approved contracts and service expectations.

- Open and track facility service requests, follow through to completion, document recurring issues, and escalate outages, repairs, safety concerns, or vendor performance issues that may affect contact center operations.

- Coordinate vendor access and onsite work, recurring inspections, preventive maintenance, minor repairs, deliveries, furniture needs, office moves, and other physical-site activities while minimizing disruption to production and training.

- Maintain site emergency contacts, evacuation information, safety supplies, incident documentation, and other assigned workplace safety materials; coordinate building-directed drills and safety activities as required.

- Partner with Procurement, Finance, and leadership on approved purchases, vendor invoices, site-related budgets, and cost tracking; identify opportunities to control expenses and eliminate unnecessary services or spend.

Office Administration, Access & Business Continuity

- Coordinate employee and visitor badges, building access, keys, parking access, visitor registration, and related records in partnership with Human Resources, IT/Security, and building management.

- Manage routine office administration, including supplies, common-area materials, mail and deliveries, conference-room coordination, catering, vendor appointments, office communications, and other site logistics.

- Maintain appropriate inventory levels for general office, pantry, meeting, training, and workplace supplies and coordinate replenishment within approved budget and purchasing processes.

- Act as the onsite facilities coordinator during power, HVAC, water, access-control, weather, building, or other physical-site disruptions and communicate status, operational impacts, and recovery needs to appropriate stakeholders.

- Partner with Operations, IT, Security, Human Resources, and building management on business-continuity readiness, emergency response, site recovery, and physical security requirements, including visitor controls, restricted-area access, and protection of confidential information and equipment.

Key Success Indicators/Attributes

- Maintains a safe, professional, organized, secure, and consistently operational workplace with minimal disruption to contact center production and training.

- Demonstrates strong ownership and follow-through by identifying issues early, coordinating the right resources, communicating clearly, and driving facility and administrative requests to resolution.

- Balances employee service with cost discipline and uses sound judgment when prioritizing urgent operational needs, vendor work, workplace improvements, and routine administrative requests.

- Builds effective working relationships with employees, leaders, property management, vendors, Human Resources, IT, Security, Procurement, Finance, and other internal partners.

- Maintains accurate site documentation, vendor contacts, emergency information, seating and access records, service requests, invoices, supply or asset logs, and other administrative records assigned to the role.

- Handles confidential or sensitive information appropriately and follows established purchasing, access, safety, privacy, security, and compliance requirements.

- Remains calm, responsive, organized, and solutions-oriented in a fast-paced contact center environment, including during site incidents, high-volume hiring waves, client visits, and changing priorities.

Supervisory Responsibility

This position does not have regular direct reports. The role provides day-to-day coordination and functional direction to building vendors, contractors, and service providers and may coordinate temporary or assigned onsite administrative support as needed.

Work Environment

This role is based onsite at the Indianapolis, Indiana contact center and requires regular presence throughout the facility. The position works closely with a high-volume patient-support operation and routinely interacts with employees, leaders, visitors, vendors, property management, and cross-functional support teams. The environment includes production work areas, training and meeting rooms, break areas, storage spaces, building common areas, and other office facilities.

Physical Demands

The physical demands are representative of those required to perform the essential functions of this role.

The position involves frequent walking and standing throughout the facility, sitting, typing, speaking, hearing, reaching, and viewing computer screens. The employee must be able to move light office materials and supplies and occasionally lift or carry items weighing up to approximately 25 pounds, with assistance for heavier items.

Position Type/Expected Hours of Work

This is a full-time, exempt, onsite position. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window. The Office & Facilities Manager will generally work a primary daytime schedule but must be able to flex hours as needed for site opening or closing activities, vendor access, training waves, client visits, facility incidents, employee events, or other business needs. Occasional early morning, evening, weekend, or emergency support may be required.

Travel

Limited local or domestic travel may be required for vendor coordination, purchasing, site setup, training, meetings, or other business needs.

Required Education and Experience

- Bachelor’s degree in business administration, Facilities Management, Hospitality, Operations, or a related field preferred; equivalent relevant experience may be considered.

- Five or more years of experience in office management, facilities coordination, workplace operations, site administration, hospitality operations, or a similar onsite support role in a professional or high-volume environment.

- Demonstrated experience coordinating vendors, property management, workplace services, office supplies, access or visitor processes, and multiple competing site priorities with strong follow-through.

- Strong organizational, customer-service, problem-solving, written, and verbal communication skills, with proficiency in Microsoft Office applications and comfort maintaining trackers, service requests, budgets, invoices, schedules, and other administrative records.

- Ability to exercise sound judgment, work independently, handle urgent site issues calmly, maintain confidentiality, and collaborate effectively with employees and leaders at all levels.

Preferred Education and Experience

- Candidates with an Engineering background (Mechanical, Electrical, or related disciplines), along with exposure to soft services such as housekeeping, security, and allied facility management functions, will be preferred.

- Experience supporting a contact center, healthcare operation, business-process outsourcing environment, or other site with extended operating hours and a large onsite employee population is preferred.

- Experience supporting new-site launches, rapid hiring or training ramps, workplace moves, building access systems, business-continuity activities, or regulated environments is preferred.

- Experience managing vendor relationships, office budgets, purchasing workflows, facility service requests, safety activities, or workplace projects is preferred.

- Familiarity with workplace access-control, visitor-management, work-order, purchasing, or facilities-management systems is preferred.

Additional Eligibility Qualifications

- Ability and willingness to complete all required Omega, building, client, safety, privacy, security, and program training.

- Must be able to maintain reliable onsite attendance and respond to time-sensitive workplace matters during assigned or reasonably required coverage periods.