Remote Operations Manager ( Call Center)

1 month, 2 weeks ago
Full-time
Senior
Customer and Technical Support
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

  • Manage the daily operations of a 24x7x365 contact center and ensure service levels and performance objectives are met.
  • Provide leadership, direction, and oversight to supervisors and operational support staff.
  • Ensure compliance with organizational policies, procedures, service standards, and contractual requirements.
  • Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness.
  • Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution.
  • Collaborate with information technology teams on planning, implementation, testing, and deployment of system enhancements and operational improvements.
  • Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives.
  • Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness.
  • Perform additional duties as assigned.

Requirements

  • Bachelor's degree from an accredited institution.
  • Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment.
  • Demonstrated experience leading high-performing teams in a fast-paced, customer-focused environment.
  • Experience managing operational performance metrics, workforce planning, service delivery, and process improvement initiatives.
  • Must meet security eligibility requirements.

Benefits

  • Equal Opportunity Employer status with protections against discrimination based on race, creed, color, religion, national origin, ancestry, citizenship status, age, disability, sex, marital status, veteran status, sexual orientation, genetic information, gender identity, and other protected characteristics.

Interested in this position?

Apply directly on the company website

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