Call Center Operations Manager

Koniag Government Services; Nashville (TN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental and vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

More

Job summary

Koniag Government Services in Nashville, TN seeks an IT Call Center Operations Manager to lead daily IT call center activities, supervise team leads, and ensure service delivery aligns with contractual requirements. The role emphasizes real-time monitoring, performance metrics, and customer satisfaction in a government-facing environment.

The ideal candidate brings hands-on leadership, a strong background in IT call center operations, workforce management, and a track record of improving

Qualifications

• Bachelor's degree required in a related field.
• 5+ years IT call center/service desk experience with 2+ years in supervision.
• Experience with workforce scheduling and SLA compliance.

Responsibilities

• Oversee daily IT Call Center operations and supervise team leads.
• Monitor performance metrics and ensure SLA compliance.
• Collaborate with Program Manager to align with program objectives.

Education

Bachelor's degree in Business Administration, Information Technology, Management, or a related field

Job description

Role OverviewThe Call Center Operations Manager will oversee the daily operations of the IT Call Center, ensuring service delivery standards, performance metrics, and customer satisfaction goals are consistently achieved. This individual will work closely with the Program Manager and Deputy Program Manager to align operational activities with broader program objectives and contractual requirements.

What You Will DoManage and oversee the daily operations of the IT Call Center, directly supervise call center team leads and supervisors, monitor real-time call center performance, develop and track key operational metrics, and oversee workforce management activities.

Why It Might Be a FitThe ideal candidate is a hands-on, detail-oriented leader with a strong background in IT call center or service desk operations, workforce management, and team leadership. They bring a passion for operational excellence, a commitment to customer satisfaction, and the ability to drive performance in a dynamic, government-facing service environment.

Requirements

• Bachelor's degree in Business Administration, Information Technology, Management, or a related field from an accredited college or university
• 5+ years of experience in an IT call center, service desk, or IT support operations environment, with at least 2 years in a supervisory or management role
• Demonstrated experience managing team performance, workforce scheduling, and SLA compliance in a structured call center environment

Benefits

• Competitive compensation
• Health, dental and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off
• More