Morning-Shift Government Call Center Lead

Koniag Government Services; Nashville (TN); Presencial; USD 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life insurance

Disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Descripción de la vacante

Koniag Government Services in Nashville, TN is seeking an experienced Call Center Operations Manager to lead the morning shift (4:30 am–3:00 pm, 4 on/4 off, 10-hour days). The role focuses on delivering government-end user support with strong emphasis on SLA performance, workforce management, and process improvement.

You will supervise team leads, coordinate with technical teams, develop SOPs, and ensure regulatory and security requirements are met while fostering a high-performance,

Formación

• Bachelor's degree in Business Administration, IT, or related field.
• 5+ years in a call center/service desk with at least 2 years in a supervisory or management role.
• Experience with federal government contracting preferred.
• Knowledge of ITIL and service management processes.

Responsabilidades

• Oversee daily call center operations across all shifts.
• Directly supervise team leads and provide coaching and performance feedback.
• Monitor real-time metrics and take corrective action for deviations.
• Develop, track, and report on KPIs and SLAs to stakeholders.
• Oversee workforce planning and scheduling for proper coverage.
• Act as escalation point for complex issues coordinating with tech teams.
• Develop SOPs and training materials for call center staff.
• Ensure compliance with regulations and security requirements.

Conocimientos

Leadership

Call center ops

ITIL

SLA/KPI management

Data analysis

MS Office

Team leadership

Customer service

Educación

Bachelor's degree or equivalent

Herramientas

ServiceNow

Remedy

Workforce mgmt tools

Call center telephony

Descripción del empleo

Koniag Government Services in Nashville, TN is seeking an experienced Call Center Operations Manager to lead the morning shift (4:30 am–3:00 pm, 4 on/4 off, 10-hour days). The role focuses on delivering government-end user support with strong emphasis on SLA performance, workforce management, and process improvement.

You will supervise team leads, coordinate with technical teams, develop SOPs, and ensure regulatory and security requirements are met while fostering a high-performance,