Call Center Operations Manager - Swing

Koniag Government Services, LLC•Nashville, TN

10d•Onsite

About The Position

Koniag Services Inc., a Koniag Government Services company, is seeking an experienced Call Center Operations Manager to oversee the daily operations of our IT 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 IT 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. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. Swing shift 11:30am-9:30pm (4 On, 4 Off x 10 hours shift).

Requirements

Bachelor's 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 an IT call center, service desk, or IT support operations environment, with at least 2 years in a supervisory or management role.
Demonstrated experience managing team performance, workforce scheduling, and SLA compliance in a structured call center environment.
Exceptional communication skills in English – both written and oral – with the ability to communicate effectively with government stakeholders, program leadership, and frontline call center staff.
Strong leadership and people management skills, with demonstrated success supervising and motivating multi-shift call center teams in a high-tempo service environment.
Hands-on knowledge of IT service management principles and frameworks, including ITIL, with direct experience managing SLAs, KPIs, and operational performance metrics.
Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems.
Experience with workforce management tools and call center telephony platforms for scheduling, monitoring, and reporting purposes.
Strong analytical and problem-solving skills with the ability to interpret performance data, identify trends, and implement data-driven operational improvements.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
Demonstrated ability to manage competing priorities, handle escalations effectively, and maintain composure in a fast-paced, customer-focused environment.
Experience developing and maintaining SOPs, operational guidelines, and training materials for call center staff.
Ability to obtain and maintain a government security clearance as required.

Nice To Haves

Experience working within a federal government contracting environment preferred.
Prior experience managing IT call center operations in support of a federal government customer.
Experience managing teams of 20 or more call center agents or IT support specialists.
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 certification.
Project Management Professional (PMP) certification or equivalent project management experience.
Familiarity with federal IT governance frameworks such as FITARA, FedRAMP, or NIST cybersecurity standards.
Experience implementing or supporting quality assurance (QA) programs within a call center environment.
Knowledge of call center performance analytics platforms and reporting tools.
Experience coordinating with subcontractors or third-party vendors in a government contracting environment.
Familiarity with Agile or hybrid operational management methodologies as applied to IT service delivery programs.

Responsibilities

Manage and oversee the daily operations of the IT Call Center, ensuring efficient and effective service delivery to government end users across all operational hours and shifts.
Directly supervise call center team leads and supervisors, providing guidance, coaching, and performance feedback to drive individual and team accountability.
Monitor real-time call center performance, including call volumes, ticket queues, handle times, and resolution rates, taking immediate corrective action when performance deviations are identified.
Develop, track, and report on key operational metrics and SLA compliance, providing regular performance updates to the Program Manager and customer stakeholders.
Oversee workforce management activities including staff scheduling, shift assignments, leave management, and real-time queue adjustments to maintain appropriate coverage levels across all shifts.
Serve as the primary escalation point for complex or high-priority IT support issues, coordinating with technical teams and subject matter experts to facilitate timely resolution and customer communication.
Develop, implement, and maintain standard operating procedures (SOPs), call handling guidelines, and operational playbooks to ensure consistency and quality across all call center functions.
Conduct regular team meetings, performance reviews, and one-on-one coaching sessions with team leads and supervisors to reinforce expectations and support professional development.
Identify operational inefficiencies and lead continuous process improvement efforts, leveraging ITIL best practices and performance data to enhance service delivery outcomes.
Coordinate 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 effectively.
Manage and maintain call center technology platforms, including ITSM ticketing systems, phone systems, and workforce management tools, escalating technical issues as needed.
Ensure all call center operations are conducted in compliance with applicable federal regulations, agency policies, contractual requirements, and security protocols.
Assist the Program Manager in the preparation of performance reports, customer deliverables, and program status updates.
Foster a positive, inclusive, and high-performance team culture that prioritizes customer service excellence, employee engagement, and continuous improvement.