Program Manager- Call Center

TechOp Solutions International, Inc.; Austin (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

TechOp Solutions is seeking an experienced professional to lead the successful execution of a federal customer service and financial operations support contract. This role acts as the primary point of contact for Government, overseeing daily operations, contract performance, and personnel management to ensure delivery excellence.

Responsibilities include providing program leadership across contract activities, ensuring adherence to PWS, coordinating with Government stakeholders, and driving

Qualifications

• Bachelor's degree required.
• 10 years of overall experience.
• 3+ years of experience in customer service or help desk operations.
• At least 1 year of supervisory, lead, or team coordination experience.
• Familiarity with customer service systems, operational processes, and compliance requirements.
• Strong leadership, communication, and organizational skills.
• Ability to coach team members while maintaining a collaborative and customer-focused environment.
• Proficiency with Microsoft Office Suite.
• Must meet security eligibility requirements.

Responsibilities

• Provide daily leadership, guidance, and oversight to Customer Service Representatives.
• Provide overall program leadership, direction, and oversight for all contract activities.
• Ensure compliance with all Performance Work Statement (PWS) requirements, policies, and service level standards.
• Manage staffing, scheduling, performance metrics, quality assurance, and risk mitigation activities.
• Oversee program reporting, deliverables, and continuous process improvement initiatives.
• Coordinate with Government stakeholders to resolve issues and ensure customer satisfaction.
• Supervise contract personnel and ensure effective communication across all functional areas.
• Monitor contract performance and implement corrective actions as needed to meet contractual objectives.
• Performs additional duties as assigned

Skills

Leadership

Customer service

Communication

Organizational skills

Coaching

MS Office

Security eligibility

Education

Bachelor Degree

Tools

Microsoft Office Suite

Job description

TechOp Solutions is seeking an experienced professional to lead the successful execution of a federal customer service and financial operations support contract. This individual will serve as the primary point of contact for the Government and will be responsible for the overall management, coordination, performance, and delivery of all contract requirements. This individual will oversee daily operations, ensure compliance with contractual performance standards, manage staff, mitigate risks, and provide strategic leadership to ensure exceptional customer service and operational excellence.

Duties

• Provide daily leadership, guidance, and oversight to Customer Service Representatives.
• Provide overall program leadership, direction, and oversight for all contract activities.
• Ensure compliance with all Performance Work Statement (PWS) requirements, policies, and service level standards.
• Manage staffing, scheduling, performance metrics, quality assurance, and risk mitigation activities.
• Oversee program reporting, deliverables, and continuous process improvement initiatives.
• Coordinate with Government stakeholders to resolve issues and ensure customer satisfaction.
• Supervise contract personnel and ensure effective communication across all functional areas.
• Monitor contract performance and implement corrective actions as needed to meet contractual objectives.
• Performs additional duties as assigned

Qualifications

• Bachelor Degree.
• 10 years of overall experience
• Minimum of three (3) years of experience in customer service or help desk operations.
• At least one (1) year of supervisory, lead, or team coordination experience.
• Familiarity with customer service systems, operational processes, and compliance requirements.
• Strong leadership, communication, and organizational skills.
• Ability to coach team members while maintaining a collaborative and customer-focused environment.
• Proficiency with Microsoft Office Suite.
• Must meet security eligibility requirements.

TechOp Solutionsis an Equal Opportunity Employer.Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.