Remote Contact Center Operations Lead

ITCON Services; United States; A distancia; USD 110.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote flexibility

Descripción de la vacante

ITCON Services is seeking an experienced Site Manager to oversee day-to-day operations for a large-scale federal contact center program. You will lead supervisors and frontline staff, ensure service levels and quality, and partner with workforce management and QA teams to drive performance improvements.

The role requires hands-on leadership of high-volume operations, strong staffing and scheduling expertise, and the ability to manage escalations while maintaining federal program standards.

Formación

• Hands-on leadership of a high-volume contact center.
• Experience managing supervisors and frontline staff.
• Strong understanding of staffing, scheduling, and workforce management.
• Experience monitoring SLAs, KPIs, quality standards, and customer metrics.
• Experience implementing performance improvements and handling escalations.
• Proficiency with Microsoft Office Suite for reporting and analysis.

Responsabilidades

• Oversee day-to-day contact center operations to ensure high-quality service delivery.
• Manage staffing, scheduling, workforce coverage, and resource allocation.
• Monitor performance against SLAs, KPIs, and quality standards.
• Lead, coach, and support supervisors and frontline staff.
• Address escalated customer service and operational issues.
• Identify trends and opportunities for continuous improvement.
• Coordinate with workforce management, QA, training, and leadership for performance gains.
• Ensure adherence to policies, schedules, and contractual requirements.
• Provide operational reports and updates to program leadership.

Conocimientos

Contact center leadership

Staffing & scheduling

Performance management

Communication

Analytical thinking

Decision making

Problem solving

Prioritization

Microsoft Office

Educación

High School Diploma

Bachelor’s degree (preferred)

Herramientas

Excel

Word

Outlook

PowerPoint

Descripción del empleo

ITCON Services is seeking an experienced Site Manager to oversee day-to-day operations for a large-scale federal contact center program. You will lead supervisors and frontline staff, ensure service levels and quality, and partner with workforce management and QA teams to drive performance improvements.

The role requires hands-on leadership of high-volume operations, strong staffing and scheduling expertise, and the ability to manage escalations while maintaining federal program standards.