Remote Operations Manager ( Call Center)

TechOp Solutions International; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

TechOp Solutions International, Inc. is seeking an experienced Remote Operations Manager to lead the daily operations of a high-volume call center. As Operations Manager, you will oversee customer service performance, staffing, and operational processes to ensure top-tier service delivery.

This role requires a Bachelor's degree and at least six years of management experience in a contact center or similar environment. The ideal candidate will demonstrate leadership in fostering a culture of accountability and continuous improvement.

Qualifications

• Minimum of six (6) years of experience managing contact center operations or comparable operational environment.
• Demonstrated experience leading high‑performing teams in a fast-paced, customer-focused environment.
• Experience managing operational performance metrics and workforce planning.

Responsibilities

• Manage the daily operations of a 24x7x365 contact center environment.
• Provide leadership, direction, and oversight to supervisors and operational support staff.
• Collaborate with IT teams during the planning and deployment of operational improvements.

Skills

Leadership

Operational Management

Customer Service Excellence

Process Improvement

Education

Bachelor's degree from an accredited institution

Job description

Overview

TechOp Solutions International is seeking an experienced Remote Operations Manager to lead the day‑to‑day operations of a high‑volume, remote call center. The Operations Manager is responsible for overseeing the day‑to‑day operations of a high‑volume, 24x7x365 call center, ensuring exceptional service delivery, operational efficiency, and compliance with contractual and organizational requirements. This position provides leadership and direction for operational staff while managing customer service performance, workforce activities, operational processes, and technology support. The Operations Manager serves as the primary operational liaison between program leadership, stakeholders, and support teams to ensure seamless service delivery and continuous operational improvement.

Duties

• Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved.
• Provide leadership, direction, and oversight to supervisors and operational support staff.
• Ensure compliance with organizational policies, procedures, service standards, and contractual requirements.
• Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness.
• Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution.
• Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements.
• Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives.
• Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness.
• Perform additional duties as assigned.

Qualifications

• Bachelor's degree from an accredited institution.
• Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment.
• Demonstrated experience leading high‑performing teams in a fast‑paced, customer‑focused environment.
• Experience managing operational performance metrics, workforce planning, service delivery, and process improvement initiatives.
• Must meet security eligibility requirements.

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.