IT Call Center Ops Leader - Drive Service & Performance

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

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