Government Call Center Operations Lead (Swing Shift)

Koniag Government Services; Nashville (TN); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Tuition reimbursement

Job summary

Koniag Services Inc., a Koniag Government Services company, seeks an experienced Call Center Operations Manager to oversee the daily operations of the Call Center supporting government clients in the Nashville area. The role requires hands-on leadership, ITIL-driven service management, and a focus on customer satisfaction across multiple shifts.

The ideal candidate brings 5+ years in call center or service desk operations and experience supervising teams, with the ability to work in a government

Qualifications

• Bachelor's degree in a related field; 5+ years in call center/service desk operations.
• Experience managing workforce scheduling and SLA compliance in a structured call center environment.
• Experience with federals contracting environment preferred.

Responsibilities

• Oversee daily call center operations across all shifts.
• Supervise team leads and provide coaching to drive performance.
• Monitor real-time call volumes, queues, handle times, and SLA compliance; take corrective actions.
• Develop, track, and report operational metrics and SOPs; lead continuous improvement.

Skills

Communication skills

Leadership

Analytical thinking

Service management principles

Security clearance readiness

Education

Bachelor's degree in Business Administration, IT, Management, or related field

Tools

ServiceNow

Remedy

Workforce management tools

Phone systems

Job description

Koniag Services Inc., a Koniag Government Services company, seeks an experienced Call Center Operations Manager to oversee the daily operations of the Call Center supporting government clients in the Nashville area. The role requires hands-on leadership, ITIL-driven service management, and a focus on customer satisfaction across multiple shifts.

The ideal candidate brings 5+ years in call center or service desk operations and experience supervising teams, with the ability to work in a government