Program Manager (Call Center)

TechOp Solutions International

  • Norfolk, VA
  • Permanent
  • Full-time
  • 5 days ago
  • Apply easily
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

TechOp Solutions International