Remote Operations Manager – Federal Contact Center
About The Position
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. We're 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.
Requirements
- Bachelor’s degree in Business, Management, or a related field is required.
- 7+ years of experience in contact center operations.
- 3–5 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.
Nice To Haves
- Experience supporting a Federal Government or other highly regulated environment is preferred.
- Lean Six Sigma
- ITIL
- Contact Center Management certification
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
