Program Manager (Call Center) - Remote

Overview

TechOp Solutions is seeking a Program Manager (Call Center) who can provide masterful guidance in a federal contact center environment. This role is responsible for leading and managing daily operations of a call center to ensure efficient service delivery, high-quality customer interactions, and the achievement of organizational goals.

In Short

• Drives overall program execution, staff management, and performance.
• Oversees service recovery and ensures compliance with SOPs.
• Serves as primary liaison with Government COR/CO.
• Analyzes call center data, prepares reports, and presents findings to leadership with recommendations for operational improvements.
• Develops and implements operational policies, procedures, and process improvements.
• Supports a culture of excellence in customer service.
• Provides direction to supervisors and staff.
• Manages a large, distributed team.
• Other duties, as assigned.

Requirements

• Excellent interpersonal skills.
• Experience in call center management.
• Ability to analyze data and make recommendations.
• Strong leadership skills.
• Experience in federal environments is a plus.

Benefits

• Opportunity to lead in a federal contact center environment.
• Supportive work culture focused on excellence.
• Professional growth and development opportunities.