Call Center Operations Manager (Night)

Koniag Government Services, LLC•Nashville, TN

5d•Onsite

About The Position

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and experienced Call Center Supervisor (Nights) to support the daily operations of our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an energetic and people-focused leader with hands-on experience in IT call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff. They thrive in a structured, fast-paced environment and take pride in driving team performance and delivering outstanding support experiences to government end users. 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. This position is Nights 9:00pm to 7:00am (4 On/4Off/10 hr shifts).

Requirements

High school diploma or GED required
3+ years of experience in an IT call center, help desk, or technical support environment.
1+ years of experience in a supervisory, team lead, or senior agent role within a call center or service desk environment.
Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance in a structured call center setting.
Strong communication skills in English – both written and oral – with the ability to communicate clearly and professionally with government end users, call center agents, and program leadership.
Demonstrated leadership and team supervision skills, with the ability to motivate, coach, and hold a team of frontline agents accountable in a structured service environment.
Hands-on familiarity with IT service management principles and ITIL frameworks, including experience working within SLA-driven call center environments.
Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and case management systems.
Experience monitoring real-time call center performance dashboards and workforce management tools to ensure schedule adherence and queue management.
Strong problem-solving and decision-making skills, with the ability to assess and resolve escalated issues quickly and effectively under pressure.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
Experience conducting quality assurance reviews of agent interactions and delivering constructive, actionable feedback.
Ability to manage multiple priorities simultaneously and maintain composure in a high-volume, fast-paced call center environment.
Ability to obtain and maintain a government security clearance as required.

Nice To Haves

Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
Prior experience supervising IT call center or service desk teams in support of a federal government customer.
Experience working in a multi-shift call center environment with 24/7 or extended hours of operation.
Active government security clearance (Secret or higher).
ITIL Foundation certification.
HDI Support Center Team Lead (HDI-SCTL) or equivalent call center leadership certification.
CompTIA A+, Network+, or equivalent entry-level IT certification.
Experience supporting quality assurance (QA) programs or call monitoring initiatives within a call center environment.
Familiarity with federal IT governance frameworks and security protocols such as NIST or FedRAMP.
Experience with call center telephony platforms and automatic call distribution (ACD) systems.
Knowledge of workforce management tools and scheduling platforms used in a call center environment.
Experience contributing to the development of SOPs, knowledge base articles, or training materials for call center staff.

Responsibilities

Directly supervise a team of IT Call Center agents, providing real-time guidance, coaching, and performance feedback to ensure consistent adherence to service delivery standards and call handling procedures.
Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift.
Serve as the first-line escalation point for complex or sensitive IT support issues raised by call center agents, facilitating timely resolution and appropriate communication to end users and stakeholders.
Conduct regular team huddles, briefings, and one-on-one coaching sessions to reinforce performance expectations, share updates, and support agent development.
Assist in the development and delivery of onboarding and ongoing training for new and existing call center agents, ensuring all staff are knowledgeable and proficient in call handling procedures, ITSM tools, and relevant policies.
Review and evaluate agent interactions including call recordings, ticket documentation, and chat logs to ensure quality standards are consistently upheld, providing constructive feedback as appropriate.
Assist the Call Center Operations Manager in the preparation of shift performance summaries, attendance tracking, and operational reports.
Support workforce management activities including daily attendance monitoring, real-time schedule adherence tracking, and shift coverage coordination.
Enforce compliance with all applicable federal regulations, agency policies, contractual requirements, and security protocols at the agent level.
Identify recurring performance issues, knowledge gaps, or process inefficiencies and escalate findings with recommended solutions to the Call Center Operations Manager.
Maintain a positive, inclusive, and high-energy team environment that encourages collaboration, accountability, and a strong customer service ethic.
Assist in the documentation and maintenance of call handling SOPs, knowledge base articles, and training materials.
Participate in team lead and supervisor meetings, contributing operational insights and feedback to support program-wide continuous improvement efforts.
Step in to assist with call handling or ticket resolution during periods of high volume or staffing shortages as needed.