Program Manager (Call Center)

Techop Solutions International, Inc.

1 Vacancy
2 Views

Offer Salary

$80,000.00 - $100,000.00 /yearly

For Freelance

Job Description

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. This role provides direction to supervisors and staff, drives performance, and supports a culture of excellence in customer service. Successful candidates will have excellent interpersonal skills and the ability to manage a large, distributed team.

Responsibilities:

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

Qualifications:

BA/BS (Preferred)
At least 12 years of call center management experience
Must be able to obtain and maintain government agency suitability requirements as a condition of employment

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