Deputy PM ( Call Center)

16 hours, 13 minutes ago
Full-time
Senior
Project and Program Management
TechOp Solutions International

TechOp Solutions International

TechOp Solutions International offers specialized consulting services that combine operational and technical expertise to assist various organizations, including government and commercial entities, in preparing for and responding to security threats.

Internet Software & Services
51-250
Founded 2005

Description

  • Assist the Program Manager with day-to-day oversight of contact center operations, including 24/7 staffing and service continuity.
  • Support recruiting, security processing, onboarding, and coordination activities for Customer Service Representatives.
  • Monitor operational performance, productivity, and quality assurance metrics.
  • Support quality control activities, audits, and corrective action follow-up.
  • Coordinate schedules, staffing support, reporting, and workflow management activities.
  • Assist with managing remote employees, including aspects of performance management.
  • Maintain effective communication between management, staff, subcontractors, and government stakeholders.
  • Maintain program documentation, reports, and operational procedures.
  • Anticipate operational bottlenecks, mitigate program risks, and lead continuous improvement initiatives.
  • Support training coordination, workforce engagement activities, and professional development planning.

Requirements

  • Bachelor’s degree required; Master’s degree preferred.
  • 7+ years of contact center experience required.
  • Strong organizational, analytical, communication, and problem-solving skills.
  • Ability to prepare reports, conduct quality reviews, and support operational planning activities.
  • Must meet security eligibility requirements.
  • Experience working in a virtual call center environment and managing remote employees preferred.
  • Experience supporting large contact center operations with 70+ FTE personnel preferred.
  • Experience supporting large contact center operations with 100+ FTE personnel preferred.
  • Experience with the McNamara-O’Hara Service Contract Act preferred.

Interested in this position?

Apply directly on the company website

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