TechOp Solutions International

Call Center Manager

TechOp Solutions International

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

SeniorLead

About the role

  • 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.

Requirements

  • BA/BS Preferred
  • At least 8 years of progressive call center management experience
  • Must be able to obtain and maintain government agency suitability requirements as a condition of employment