Call Center Manager - Remote

Overview

TechOp Solutions is seeking a seasoned Call Center Professional who can provide masterful guidance in a federal contact center environment.

In Short

• 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

• Proven expertise in workforce management.
• Strong leadership skills in a contact center environment.
• Ability to resolve escalated issues.
• Experience in implementing process improvements.
• Strong analytical skills for data analysis and reporting.

Benefits

• Opportunity to lead a dynamic team.
• Engagement in a federal contact center environment.
• Professional growth and development opportunities.
• Supportive company culture focused on customer service excellence.