TechOp Solutions International

Program Manager

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

Call Center Representative

• 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.

Program Manager, Call Center

Call Center Manager