TechOp Solutions is seeking a seasoned Call Center Professional who can provide masterful guidance in a federal contact center environment. This role requires proven expertise in workforce management, performance monitoring, and service recovery, along with the ability to resolve escalated issues and implement process improvements. Strong candidates will be strategic leaders who foster a culture of professionalism, accountability, and customer service excellence. They will guide teams in achieving operational goals, support leadership across all aspects of contact center management, and ensure courteous, efficient, and effective service delivery to customers.

Duties:

• Assists PM in ensuring overall delivery of contact center operations, including managing staffing, operations, and reporting.
• Oversees service recovery and ensure compliance with SOPs.
• Coordinates with supervisor teams and leadership on schedule adherence and escalations.
• Analyzes call center data, prepare reports, and present findings to leadership with recommendations for operational improvements.
• Provides operational coverage and coaching support
• Other duties, as assigned

REQUIREMENTS

• BA/BS Preferred
• At least 8 years of progressive call center management experience
• Must be able to obtain and maintain government agency suitability requirements as a condition of employment

• Assists PM in ensuring overall delivery of contact center operations, including managing staffing, operations, and reporting.
• Oversees service recovery and ensure compliance with SOPs.
• Coordinates with supervisor teams and leadership on schedule adherence and escalations.
• Analyzes call center data, prepare reports, and present findings to leadership with recommendations for operational improvements.
• Provides operational coverage and coaching support
• Other duties, as assigne