Deputy PM – Call Center

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TechOp Solutions International

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

🏛️ Government

🏢 Enterprise

Security • Government • Enterprise

TechOp Solutions International is a company that provides a dynamic and unique blend of operational and technical expertise. They specialize in offering comprehensive solutions by being more operational than technologists and more technical than operators, which allows them to deliver distinctive services. With decades of experience, TechOp Solutions has worked with federal, state, local, and private organizations, including the Department of Homeland Security, the United States Marine Corps, and the Department of Defense, helping them prepare for and respond to security threats. They offer a team-oriented work environment with competitive salaries and benefits, promoting both professional and personal growth for their associates.

📋 Description

• 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

🎯 Requirements

• Minimum of BS degree. MA/MS Preferred • 7+ years of contact center experience required • Strong organizational, analytical, communication, and problem-solving skills. • Ability to prepare reports, conduct quality reviews, and support operational planning activities. • Must meet security eligibility requirements. • Experience working within a virtual call center environment and managing remote employees preferred • Experience supporting large contact center operations with 70+ FTE personnel preferred • Experience with the McNamara-O’Hara Service Contract Act preferred • Experience supporting large contact center operations with 100+ FTE personnel preferred.