- Professional
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
Requirements
- 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
