TechOp Solutions International

Call Center Representative

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Accurately record all call details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Other duties, as assigned

Customer Support

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Train and onboard new CSRs
• Conduct database and open-source research
• Route and escalate calls appropriately
• Other duties, as assigned

Senior Customer Service Representative

Program Manager

• Track, manage, and produce program deliverables with high accuracy and attention to detail.
• Coordinate reviews and ensure all submissions meet quality, formatting, and compliance standards.
• Support program operations through meeting facilitation, action tracking, and stakeholder coordination.
• Provide clear verbal and written updates to government stakeholders and program leadership.
• Develop and deliver briefings, status updates, talking points, and decision-ready materials.
• Support meeting preparation, agenda development, and follow-through.
• Assess current processes, workflows, and documentation to identify opportunities for improved efficiency.
• Support the development of streamlined procedures, automated workflows, and enhanced documentation tools.
• Assist with gathering and analyzing data, synthesizing insights, and presenting recommendations in a clear, actionable manner.
• Draft, edit, and maintain Standard Operating Procedures (SOPs), process maps, guides, and policy documents.
• Develop high-quality presentations, storyboards, and executive-level decks.
• Support knowledge capture and organization across shared systems and repositories.

Program Analyst

Administrative Assistant

• Submit and monitor onboarding/offboarding requests
• Track equipment issuance
• Communicates updates on employee status and staffing changes
• Collects and maintains required personnel records
• Other duties, as assigned

Data Scientist

• Collaborate with subject matter experts, team leads, and third-party vendors to define new features and functions for automation, aiding investigators in extracting meaningful information about a target and their surrounding network.
• Design, code, test, and document data science microservices primarily in Python.
• Support the integration of disparate bulk data sources into a unified database.
• Develop and optimize graph traversal queries and analytic pipelines to support analyst use cases, ensuring smooth transition from development to test and production environments.
• Extract valuable information from unstructured text, including SAR narratives and web scraped data related to cryptocurrency addresses and actors.
• Generate synthetic data for testing and development environments, as well as for the MM capstone training, adapting to evolving MM training and data holdings.

Senior Data Scientist

• Handle inquiries, process and track orders, and provide support via phone, email, and other channels
• Receive and process orders via phone, fax, mail, email, etc.
• Provide courteous and professional support during inbound calls and emails
• Maintain records, reports, and quality control documentation
• Handle payments/orders via approved systems
• Guide customers in using the approved systems, including ordering items and updating information
• Perform other duties, as assigned

Customer Service Representative

• Provide technical guidance, monitor performance, and ensure high-quality customer service delivery
• Supervise and guide staff on call handling, order processing, and system navigation
• Ensure call center operations are efficient and meet performance requirements
• Oversee all personnel and ensure adherence to contract requirements
• Train staff on phone etiquette, order processing procedures, and system usage
• Provide guidance on technical matters
• Monitor performance metrics and resolve escalated customer issues
• Other duties, as assigned

Call Center Supervisor

• Provide privacy expertise and guidance in privacy compliance maintaining privacy posture
• Serve as the primary point of contact for all privacy concerns facilitating communication and collaboration among all stakeholders
• Conduct regular reviews and audits of privacy-related practices and provide recommendations for improvements
• Conduct baseline assessments of the privacy program, present the findings, and make recommendations
• Support FISMA reporting activities by ensuring privacy risks and controls are accurately captured and documented in system security packages
• Coordinate responses to privacy incidents and support remediation efforts as necessary
• Prepare detailed reports on program status, issues, and metrics for senior management and stakeholders
• Develop, review, and maintain privacy compliance documentation: PTAs, PIAs, and SORNs
• Develop and maintain policies, SOPs, playbooks, and training
• This is an on-site role; consideration for a hybrid schedule may be made once an established cadence is set and proficiency in assigned duties is demonstrated

Privacy SME, Program Management

Operations

• Provide analytical expertise in support of the ICE Interoperability Response Center (IRC)
• Conduct analysis, screening, and related support activities in response to interoperability queries generated upon fingerprint matches
• Make database and manual queries on individuals referred to the PERC by other Law Enforcement Agencies
• Answer calls from Law Enforcement Agencies and log all information into a web-based case management system
• Work cases to be referred to an ERO Officer/Agent, ERO field offices or ICE headquarters for follow-up review and action
• Perform shift work to support 24/7 operations, including some weekends and holidays on a rotational basis
• Follow assigned shift schedule (Day 06:00-14:30, Swing 14:00-22:30, Night 22:00-06:30) and be hired to specific shifts
• Hybrid work arrangement with one on-site day and four remote days

Operations Center Analyst

• TechOp Solutions is seeking CSRs who can provide masterful guidance in a federal contact center environment. Strong candidates will have exceptional customer service skills, including experience deescalating calls, and proficiency in use of common office tools. Team members will support leadership across all aspects of contact center operations, and demonstrate courtesy and professionalism in customer interactions.
• Duties:
• Answer inbound calls, emails, chats, and other contact channels.
• Provide direct customer service
• Maintain service quality standards, including courtesy, professionalism, and efficiency.
• Other duties, as assigned

• TechOp Solutions is seeking contact center leaders with excellent communication skills, supervisory experience, and a drive to bring excellence to their operating environment. Strong candidates will be curious, efficient practitioners who are motivated to succeed in a fast-paced environment and comfortable working both with an agent team and with a Government client.
• Remote position, but candidate must reside in the Hampton Roads area
• Duties: Participate in efforts to improve overall performance
• Supervise and manage overall contact center operations:
• Workforce Management and schedule management
• Quality assurance
• Performance management
• Reinforce training and coaching contact center agents
• Direct customer support, when needed
• Engage with client and respond to Government requests
• Other duties, as assigned

• Provide masterful guidance in a federal contact center environment, including deescalating calls and managing takeover calls.
• Handle frustrated or disruptive callers and support escalation queues.
• Provide coaching support, training, and nesting for new agents.
• Serve as expert user for contact center tools and participate in software testing.
• Coordinate with contact center supervisors on overall performance and participate in quality assurance.
• Other duties as assigned.

Senior Call Center Representative

Drives overall program execution, staff management, and performance.
Oversees service recovery and ensure compliance with SOPs.
Serves as primary liaison with Government COR/CO.
Analyzes call center data, prepare reports, and present findings to leadership with recommendations for operational improvements.
Develops and implements operational policies, procedures, and process improvements.
Other duties, as assigned

Program Manager, Call Center

• TechOp Solutions is seeking a seasoned Call Center Professional who can provide masterful guidance in a federal contact center environment.
• Requires proven expertise in workforce management, performance monitoring, and service recovery, with ability to resolve escalated issues and implement process improvements.
• Foster a culture of professionalism, accountability, and customer service excellence while guiding teams to achieve operational goals and support leadership.
• Assists PM in ensuring overall delivery of contact center operations, including managing staffing, operations, and reporting.
• Oversees service recovery and ensures compliance with SOPs.
• Coordinates with supervisor teams and leadership on schedule adherence and escalations.
• Analyzes call center data, prepares reports, and presents findings to leadership with recommendations for operational improvements.
• Provides operational coverage and coaching support.
• Other duties, as assigned.

Call Center Representative

Senior Customer Service Representative

Program Analyst

Administrative Assistant

Data Scientist

Senior Data Scientist

Customer Service Representative

Call Center Supervisor

Privacy SME, Program Management

Operations Center Analyst

Call Center Representative

Call Center Supervisor

Senior Call Center Representative

Program Manager, Call Center

Call Center Manager