Call Center Project Manager

TechOp Solutions International • Bethesda, MD

3d • $100,000 - $140,000

About The Position

TechOp Solutions is seeking a Project Manager who is responsible for the overall management of a 24/7 Call Center contract. The Project Manager serves as the primary liaison between the contractor and Government representatives, ensuring that all services are delivered in accordance with the Statement of Work (SOW), quality standards, and performance metrics. An ideal candidate will have progressive contact center experience, be an effective communicator, and have strong analytical skills.

Requirements

• Bachelor’s degree preferred (HS diploma or GED acceptable)
• A minimum of 5 years of hands-on experience in Call center operations management
• Decade plus of CS experience
• Experience using various call center software and communication and paging systems.
• Strong written and verbal communication skills to effectively interface with leadership.

Responsibilities

• Serve as the primary point of contact for the Government Contracting Officer (CO) and Contracting Officer’s Representative (COR)
• Provide leadership and oversight for all call center operations
• Manage contractor personnel including developing staffing strategies.
• Ensure operational coverage and adherence to mission-critical requirements.
• Monitor service delivery and ensure compliance with performance metrics and acceptable quality levels
• Facilitate regular status meetings with Government stakeholders.
• Provide strategic planning, program analysis, and technical briefings as requested
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED