TechOp Solutions International

Analytics Engineer

• Support the U.S. Customs and Border Protection’s Power Platform team by developing, maintaining, and enhancing Power BI dashboards
• Improve the structure of Excel, SharePoint, and SQL databases that feed into the Power BI dashboards
• Create ETL processes to facilitate the movement of data from legacy databases to modernized databases
• Engage with 10,000+ users annually with the team’s current Power Platform solutions

Data Analytics Developer

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

Customer Support

• Provide daily leadership, guidance, and oversight to Customer Service Representatives.
• Monitor workload distribution and ensure timely completion of customer inquiries.
• Perform quality assurance reviews and provide coaching and feedback to team members.
• Ensure compliance with established policies, procedures, and performance standards.
• Assist with onboarding, training, and mentoring new employees.
• Track team performance metrics and support continuous process improvement initiatives.
• Escalate complex customer issues and operational concerns to program management.
• Perform limited CSR call and email handling
• Support management with reporting, scheduling, and operational coordination as required.
• Performs additional duties as assigned

Customer Service Lead

IT Support

• Provide daily leadership, guidance, and oversight to Customer Service Representatives.
• Provide overall program leadership, direction, and oversight for all contract activities.
• Ensure compliance with all Performance Work Statement (PWS) requirements, policies, and service level standards.
• Manage staffing, scheduling, performance metrics, quality assurance, and risk mitigation activities.
• Oversee program reporting, deliverables, and continuous process improvement initiatives.
• Coordinate with Government stakeholders to resolve issues and ensure customer satisfaction.
• Supervise contract personnel and ensure effective communication across all functional areas.
• Monitor contract performance and implement corrective actions as needed to meet contractual objectives.
• Performs additional duties as assigned

Program Manager – Help Desk

Payroll

• Assist with administering benefits programs including health, dental, vision, life insurance, FSA, disability, retirement plans, wellness initiatives, and leave policies.
• Assist with onboarding and associate lifecycle processes.
• Monitor compliance with ACA, COBRA, HIPAA, ERISA, and other federal and state regulations.
• Assist with the administration of leave-of-absence requests for personal, medical, disability, and FMLA.
• Support annual mandatory benefits and compensation filings.
• Support and resolve benefit related questions from managers and associates.
• Assist with coordinating projects such as open enrollment, state and federal reporting, and 401k audits.
• Assist with compliance processes and audits, including Forms W2 and 1095.
• Assist with creating and maintaining benefits policies and procedures.
• Assist with preparing and distributing benefits reports and statements.
• Assist with the review and reconciliation of monthly benefit statements, identifying and resolving any discrepancies.
• Miscellaneous duties and projects assigned to support the benefits function.
• Support semi-monthly and off-cycle payroll processing, data validation, and payroll submission under the guidance of the Payroll Manager/Finance team.
• Assist with maintaining and updating payroll records including salaries, bonuses, deductions, garnishments, and paid leave.
• Maintain accurate payroll records and documentation to support compliance, audits, and internal controls.
• Assist with resolving payroll discrepancies.
• Generate payroll reports and support audits and internal reviews.
• Collaborate with HR to ensure alignment on payroll-related matters.
• Support payroll projects and perform other related duties as needed.
• Other duties, as assigned

Benefits and Payroll Administrator

Engineering Manager

• Lead the daily operations of the Training and Quality Assurance team.
• Develop, implement, and maintain training programs for new hires and existing staff.
• Design and update training materials, job aids, and instructional resources.
• Conduct instructor-led, virtual, and self-paced training programs.
• Establish quality standards and performance evaluation methodologies.
• Monitor customer interactions across multiple communication channels to ensure compliance and service quality.
• Conduct calibration sessions with operational leadership and quality teams.
• Analyze quality trends and identify opportunities for coaching and performance improvement.
• Prepare quality assurance reports, dashboards, and performance analyses.
• Develop corrective action plans and continuous improvement initiatives.
• Coordinate with operational leadership to identify training needs and performance gaps.

Senior Software Developer, Manager

Call Center Representative

• Develop workforce forecasts and staffing plans to support operational requirements.
• Manage employee scheduling and workforce optimization activities.
• Produce daily, weekly, monthly, quarterly, and annual operational reports.
• Develop executive dashboards, performance metrics, and ad hoc reporting.
• Analyze workforce trends, operational data, and key performance indicators.
• Collect, document, and evaluate business and technical requirements.
• Configure and maintain workforce management and reporting systems.
• Recommend process improvements through data analysis and operational insights
• Perform additional duties as assigned

Workforce and Reporting Manager – Call Center

• Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved.
• Provide leadership, direction, and oversight to supervisors and operational support staff.
• Ensure compliance with organizational policies, procedures, service standards, and contractual requirements.
• Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness.
• Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution.
• Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements.
• Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives.
• Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness.
• Perform additional duties as assigned

Operations Manager, Call Center

• TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer-facing information remains accurate, current, and easily accessible.
• **Duties:**
• · Lead the research, development, organization, and maintenance of knowledge base content.
• · Supervise Content Research Analysts and assign daily work activities.
• · Review customer escalations and coordinate research efforts to resolve complex inquiries
• · Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies.
• · Analyze customer trends and recommend improvements to content, workflows, and business processes.
• · Collaborate with subject matter experts to validate and improve customer-facing information.
• · Perform additional duties as assigned

Content Research Manager – Call Center

• Provide overall leadership and management of the contract and all program operations.
• Supervise and provide direction to all Key Personnel and functional managers.
• Plan, organize, coordinate, and oversee all program activities to ensure successful contract execution.
• Serve as the primary liaison between the client, subcontractors, and internal leadership.
• Manage staffing, financial resources, budgets, and operational priorities.
• Monitor contract performance, analyze operational metrics, and prepare executive reports.
• Oversee project schedules, deliverables, risk management, and issue resolution.
• Lead program communications and provide regular status updates to stakeholders..
• Oversee change management initiatives, including operational and technology-related enhancements.
• Direct the development and maintenance of Standard Operating Procedures (SOPs), work instructions, and operational documentation.
• Research emerging technologies and recommend process improvements that enhance customer experience, operational efficiency, and service delivery.
• Promote continuous improvement, quality service, and operational excellence.
• Perform additional duties as assigned

Program Manager, Call Center

• Lead the daily operations of the Training and Quality Assurance team.
• Develop, implement, and maintain training programs for new hires and existing staff.
• Design and update training materials, job aids, and instructional resources.
• Conduct instructor-led, virtual, and self-paced training programs.
• Establish quality standards and performance evaluation methodologies.
• Monitor customer interactions across multiple communication channels to ensure compliance and service quality.
• Conduct calibration sessions with operational leadership and quality teams.
• Analyze quality trends and identify opportunities for coaching and performance improvement.
• Prepare quality assurance reports, dashboards, and performance analyses.
• Develop corrective action plans and continuous improvement initiatives.
• Coordinate with operational leadership to identify training needs and performance gaps.
• Perform additional duties as assigned

Call Center Manager – Training & Quality

• Assist the Program Manager with day-to-day oversight of contact center operations, including facilitating 24/7 operations and staffing
• Support recruiting, security processing, onboarding, and coordination activities for Customer Service Representatives (CSRs).
• Monitor operational performance, productivity, and quality assurance metrics.
• Support quality control (QC) activities and audits
• Coordinate schedules, staffing support, reporting, and workflow management activities.
• Assist with managing remote employees, including aspects of performance management
• Ensure effective communication between management, staff, subcontractors, and government stakeholders.
• Assist with maintaining program documentation, reports, and operational procedures.
• Anticipate operational bottlenecks and design creative, strategic solutions to mitigate program risks before they impact service delivery.
• Identify and escalate operational issues and support implementation of corrective actions. Lead continuous improvement initiatives.
• Support training coordination and workforce engagement activities. Develop learning pathways and objectives to support professional development.
• Participate in risk management activities. Ensure controls and mitigations are complete, documented, and consistently applied
• Perform other duties as assigned

Deputy PM – Call Center

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

• 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

Data Analytics Developer

Program Analyst

Customer Service Lead

Program Manager – Help Desk

Benefits and Payroll Administrator

Senior Software Developer, Manager

Workforce and Reporting Manager – Call Center

Operations Manager, Call Center

Content Research Manager – Call Center

Program Manager, Call Center

Call Center Manager – Training & Quality

Deputy PM – Call Center

Call Center Representative

Senior Call Center Representative

Call Center Representative