Operations Manager

ITCON Services; United States; Presencial; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

ITCON Services is seeking an Operations Manager to lead high-volume omnichannel contact center operations across voice and chat, coordinating the workforce to respond to variable public demand.

You will supervise CSRs, supervisors, WFM, QA, training, and other operational functions, ensuring service levels, quality, productivity, and customer experience standards are met across multilingual and distributed teams.

Formación

• 10+ years of contact center operations experience.
• Experience managing high-volume voice and digital operations.
• Large-scale workforce and surge-management experience preferred.
• Experience managing SLAs, QA, WFM, training, and distributed operations.

Responsabilidades

• Lead daily omnichannel contact center operations.
• Manage CSRs, supervisors, WFM, QA, training, and supporting operational functions.
• Ensure achievement of service levels, quality standards, productivity, and customer-experience objectives.
• Coordinate multilingual operations and distributed delivery.
• Manage attendance, performance, coaching, escalation, and workforce productivity.
• Lead rapid ramp-up, peak operations, reserve capacity, and controlled ramp-down.
• Coordinate closely with the Command Center and Technical Team.

Conocimientos

Multichannel ops

Workforce management

Quality assurance

Training and coaching

SLA management

Staff management

Escalation handling

Leadership

Descripción del empleo

Operations Manager will lead high-volumeCQA contact center operations across voice and chat and coordinate the workforce required to respond to highly variable public demand.

• Lead daily omnichannel contact center operations.
• Manage CSRs, supervisors, WFM, QA, training, and supporting operational functions.
• Ensure achievement of service levels, quality standards, productivity, and customer-experience objectives.
• Coordinate multilingual operations and distributed delivery.
• Manage attendance, performance, coaching, escalation, and workforce productivity.
• Lead rapid ramp-up, peak operations, reserve capacity, and controlled ramp-down.
• Coordinate closely with the Command Center and Technical Team.

• 10+ years of progressively responsible contact center operations experience.
• Demonstrated management of high-volume voice and digital operations.
• Large-scale workforce and surge-management experience strongly preferred.
• Experience managing SLAs, QA, WFM, training, and distributed operations.
• Federal contact center experience preferred.

Position Contingency Notice

This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.