Hybrid Call Center Manager — Public Trust Clearance

Actionet Inc; Washington (District of Columbia); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401(k) Savings Plan

Flexible Spending Accounts (FSA)

Paid Time Off (PTO)

Disability Insurance

Job summary

A technology solutions provider based in Washington, D.C. is seeking a Call Center Manager with a Public Trust clearance. This role involves managing Call Center operations and ensuring excellent service delivery through ITIL and Agile methodologies. The ideal candidate will have at least five years of experience leading Call Center teams, possess relevant certifications, and demonstrate strong interpersonal and management skills. A hybrid work model is available alongside a competitive salary range of $80K–$110K.

Qualifications

• Five or more years managing Call Center teams using ITIL and Agile.
• Microsoft Office Specialist certification required.
• Strong management skills for day-to-day processes.
• Ability to work independently and with cross-functional teams.

Responsibilities

• Supervise all Call Center personnel assigned to the contract.
• Ensure adherence to Tier 1 SOPs.
• Train and mentor staff for user support.
• Ensure projects meet ActioNet quality standards.
• Collaborate with cross-functional teams for customer experiences.

Skills

ITIL methodologies

Agile methodologies

Interpersonal skills

Problem-solving

Time management

Management skills

Attention to detail

Organizational skills

Ability to work independently

Ability to work collaboratively

Education

Bachelor’s degree in computer science/information systems

Tools

Microsoft Office (Access, Excel, PowerPoint, Outlook, Word)

ServiceNow

Job description

A technology solutions provider based in Washington, D.C. is seeking a Call Center Manager with a Public Trust clearance. This role involves managing Call Center operations and ensuring excellent service delivery through ITIL and Agile methodologies. The ideal candidate will have at least five years of experience leading Call Center teams, possess relevant certifications, and demonstrate strong interpersonal and management skills. A hybrid work model is available alongside a competitive salary range of $80K–$110K.