Operations Manager, 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

• 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

🎯 Requirements

• Bachelor's degree from an accredited institution. • Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment. • Demonstrated experience leading high-performing teams in a fast-paced, customer-focused environment. • Experience managing operational performance metrics, workforce planning, service delivery, and process improvement initiatives • Must meet security eligibility requirements.

🏖️ Benefits

• TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.