Remote Operations Manager – Federal Contact Center

ITCON Services is seeking an experienced Operations Manager to oversee the day-to-day operations of a large-scale contact center supporting a Federal client. This is a hands-on leadership role responsible for ensuring efficient operations strong team performance and an exceptional customer experience across multiple service channels.

Were looking for a hands-on operations leader who understands what it takes to keep a complex contact center running effectively. The successful candidate will be comfortable balancing people leadership real-time operational demands performance metrics technology and customer experience while continuously looking for opportunities to improve service delivery.

The ideal candidate brings significant contact center operations experience a strong understanding of workforce and performance management and a proven ability to lead supervisors and customer service teams in a fast-paced metrics-driven environment.

Key Responsibilities

• Lead daily contact center operations across multiple service channels including phone email chat and IVR.
• Drive operational performance by monitoring and achieving established SLAs and KPIs including service levels abandonment rates customer satisfaction and First Contact Resolution (FCR).
• Lead and develop teams of supervisors and Customer Service Representatives (CSRs) providing coaching performance feedback and accountability.
• Manage escalations involving customer concerns operational challenges service disruptions and other issues requiring leadership intervention.
• Partner with Quality Assurance and Training teams to identify performance trends close skill gaps and continuously improve service delivery.
• Coordinate workforce management activities ensuring staffing levels schedules and resources are aligned with contact volume and operational demand.
• Oversee effective use of contact center technology including CRM telephony IVR workforce management platforms and related operational tools.
• Monitor and report operational performance providing leadership with timely updates on metrics trends risks and service issues.
• Support continuous improvement initiatives that enhance operational efficiency employee performance and the customer experience.
• Ensure compliance with applicable federal requirements security protocols operational procedures and business continuity plans.

Qualifications

Education

• Bachelors degree in Business Management or a related field is required.

Required Experience

• 7 years of experience in contact center operations.
• 35 years of experience in a contact center supervisory or management role.
• Demonstrated experience managing multi-channel contact center operations.
• Experience supporting or managing teams of 50 personnel.
• Experience working with workforce management tools and staffing/scheduling processes.
• Working knowledge of CRM telephony IVR and contact center technologies.
• Strong understanding of contact center performance metrics including SLAs KPIs service levels abandonment customer satisfaction and FCR.
• Strong leadership communication problem-solving and escalation-management skills.
• Experience supporting a Federal Government or other highly regulated environment is preferred.

Preferred Certifications

• Lean Six Sigma
• ITIL
• Contact Center Management certification

Equal Opportunity Employer

ITCON Services LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other protected class under applicable law.