Morning Call Center Ops Leader - Government

Koniag Government Services; Nashville (TN); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Services Inc., a Koniag Government Services company, seeks a Call Center Operations Manager for morning shifts in Nashville. This hands‑on leader will oversee day‑to‑day government call center operations, drive performance, and ensure service delivery standards across multiple shifts.

Responsibilities include supervising team leads, monitoring metrics, implementing SOPs, and coordinating with Program leadership to meet contractual requirements. Government clearance may be required.

Qualifications

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

Responsibilities

• Oversee dailyCall Center operations, ensuring service delivery and customer satisfaction.
• Supervise team leads and supervisors; provide guidance and performance feedback.
• Monitor real-time performance: call volumes, queues, handling times, resolutions; take corrective action as needed.
• Develop and report on key metrics and SLA compliance; provide updates to Program Manager and stakeholders.
• Manage workforce planning, scheduling, leave, and real-time queue adjustments.
• Escalation point for complex issues; coordinate with technical teams for timely resolution.
• Develop and maintain SOPs, guidelines, and playbooks for consistency.
• Lead regular performance reviews and coaching sessions; promote professional development.
• Identify inefficiencies; drive ITIL-based improvements and data-driven decisions.
• Coordinate onboarding/training for new staff; ensure tool readiness.

Skills

Communication

Leadership

ITIL

ServiceNow/Remedy

Workforce management

Analytics

MS Office

Clearance readiness

Education

Bachelor's degree in Business/IT/Management

Tools

ServiceNow

Remedy

Job description

Koniag Services Inc., a Koniag Government Services company, seeks a Call Center Operations Manager for morning shifts in Nashville. This hands‑on leader will oversee day‑to‑day government call center operations, drive performance, and ensure service delivery standards across multiple shifts.

Responsibilities include supervising team leads, monitoring metrics, implementing SOPs, and coordinating with Program leadership to meet contractual requirements. Government clearance may be required.