Morning Call Center Operations Leader

Koniag Government Services; Nashville (TN); On-site; USD 65,000 - 83,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Job summary

Koniag Government Services in Nashville, TN is seeking an experienced Call Center Operations Manager - Morning to oversee the daily operations of our government-support call center.

The role requires hands-on leadership, workforce management experience, ITIL knowledge, and strong customer service focus. You will supervise team leads, manage schedules, ensure SLA compliance, and collaborate with program managers on contractual requirements. A government security clearance may be required.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Management, or related field.
• 5+ years in a call center/service desk/operations environment, with at least 2 years in supervision/management.
• Experience managing team performance, workforce scheduling, and SLA compliance in a call center.
• Federal government contracting experience preferred.

Responsibilities

• Oversee daily call center operations across all shifts.
• Directly supervise team leads and supervisors; provide coaching and performance feedback.
• Monitor real-time performance metrics; take corrective action.
• Develop, track, and report on SLA compliance and performance metrics.
• Oversee workforce management including staffing, scheduling, and leave management.
• Serve as escalation point for complex issues; coordinate with technical teams.
• Develop and maintain SOPs, call handling guidelines, and playbooks.
• Conduct team meetings and performance reviews; support professional development.
• Identify inefficiencies and lead continuous process improvements using ITIL.

Skills

Communication

Leadership

ITIL

ServiceNow

Remedy

Workforce management

Analytical thinking

Microsoft Office

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Job description

Koniag Government Services in Nashville, TN is seeking an experienced Call Center Operations Manager - Morning to oversee the daily operations of our government-support call center.

The role requires hands-on leadership, workforce management experience, ITIL knowledge, and strong customer service focus. You will supervise team leads, manage schedules, ensure SLA compliance, and collaborate with program managers on contractual requirements. A government security clearance may be required.