Call Center Operations Manager (Mornings)

Koniag Services Inc. a Koniag Government Services company is seeking an experienced Call Center Operations Manager - Morning to oversee the daily operations of our Call Center supporting government clients in the Nashville Tennessee area. The ideal candidate is a hands-on detail-oriented leader with a strong background in call center or service desk operations workforce management and team leadership. They bring a passion for operational excellence a commitment to customer satisfaction and the ability to drive performance in a dynamic government-facing service environment. A government security clearance may be required to support Koniag Services Inc. and our government customers. This is a morning position 4:30 am to 3:00 pm (4 On/4 Off/10 hour shifts) including a 30-minute meal offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks ofpaid time off and Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day Call Center operations ensuring that service delivery standards performance metrics and customer satisfaction goals are consistently achieved. This individual will work closely with the Program Manager and Deputy Program Manager to align operational activities with broader program objectives and contractual requirements. Principal responsibilities will include but are not limited to:Manage and oversee the daily operations of the Call Center ensuring efficient and effective service delivery to government end users across all operational hours and supervise call center team leads and supervisors providing guidance coaching and performance feedback to drive individual and team real-time call center performance including call volumes ticket queues handle times and resolution rates taking immediate corrective action when performance deviations are track and report on key operational metrics and SLA compliance providing regular performance updates to the Program Manager and customer workforce management activities including staff scheduling shift assignments leave management and real-time queue adjustments to maintain appropriate coverage levels across all as the primary escalation point for complex or high-priority support issues coordinating with technical teams and subject matter experts to facilitate timely resolution and customer implement and maintain standard operating procedures (SOPs) call handling guidelines and operational playbooks to ensure consistency and quality across all call center regular team meetings performance reviews and one-on-one coaching sessions with team leads and supervisors to reinforce expectations and support professional operational inefficiencies and lead continuous process improvement efforts leveraging ITIL best practices and performance data to enhance service delivery onboarding and training activities for new call center staff ensuring all personnel are equipped with the knowledge tools and resources needed to perform their roles and maintain call center technology platforms including ITSM ticketing systems phone systems and workforce management tools escalating technical issues as all call center operations are conducted in compliance with applicable federal regulations agency policies contractual requirements and security the Program Manager in the preparation of performance reports customer deliverables and program status a positive inclusive and high-performance team culture that prioritizes customer service excellence employee engagement and continuous and Experience:Required:Bachelors degree in Business Administration Information Technology Management or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.5 years of experience in a call center service desk or support operations environment with at least 2 years in a supervisory or management experience managing team performance workforce scheduling and SLA compliance in a structured call center working within a federal government contracting environment :Prior experience managing call center operations in support of a federal government managing teams of 20 or more call center agents or support Skills and Competencies:Exceptional communication skills in English both written and oral with the ability to communicate effectively with government stakeholders program leadership and frontline call center leadership and people management skills with demonstrated success supervising and motivating multi-shift call center teams in a high-tempo service -on knowledge of service management principles and frameworks including ITIL with direct experience managing SLAs KPIs and operational performance with Service Management (SM) platforms such as ServiceNow Remedy or equivalent ticketing and workflow management with workforce management tools and call center telephony platforms for scheduling monitoring and reporting analytical and problem-solving skills with the ability to interpret performance data identify trends and implement data-driven operational in Microsoft Office Suite (Word Excel PowerPoint Outlook) and collaboration tools such as Microsoft Teams and ability to manage competing priorities handle escalations effectively and maintain composure in a fast-paced customer-focused developing and maintaining SOPs operational guidelines and training materials for call center to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).HDI Support Center Manager (HDI-SCM) or HDI Support Center Team Lead Management Professional (PMP) certification or equivalent project management implementing or supporting quality assurance (QA) programs within a call center of call center performance analytics platforms and reporting coordinating with subcontractors or third-party vendors in a government contracting with Agile or hybrid operational management methodologies as applied to customer service delivery Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352