TechOp Solutions International

Call Center Representative

• 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

• 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

Call Center Supervisor

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

• 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.

Senior Call Center Representative

Call Center Supervisor

Program Manager, Call Center

Call Center Manager