Remote Operations Manager - Federal Contact Center

ITCON; Vienna (VA); Remote; USD 110,000 - 140,000; Full time

Job summary

ITCON Services is seeking an experienced Operations Manager to oversee the day-to-day operations of a large-scale contact center supporting a Federal client. This hands-on role focuses on people leadership, real-time operations, and a superior customer experience across phone, email, chat, and IVR.

The ideal candidate will lead supervisors and CSRs, drive performance through metrics, and partner with QA/Training to close skill gaps while ensuring compliance with federal requirements.

Qualifications

• Must have strong leadership experience in multi-channel contact centers.
• Experience managing 50+ personnel and supervisory teams.
• Background in workforce and performance management for large operations.
• Experience in Federal Government or highly regulated environments preferred.

Responsibilities

• Lead daily contact center operations across phone, email, chat, and IVR.
• Monitor SLAs, KPIs, service levels, abandonment, customer satisfaction, and FCR.
• Develop supervisors and CSRs with coaching and accountability.
• Handle escalations involving customer concerns and operational challenges.
• Collaborate with QA and Training to close skill gaps and improve delivery.
• Coordinate staffing, schedules, and resource alignment with volume.
• Oversee CRM, telephony, IVR, and WFM tool usage for efficiency.
• Provide timely leadership updates on metrics, risks and service issues.
• Support continuous improvement initiatives to boost performance and experience.

Skills

People leadership

Performance management

Coaching

Escalation management

Analytics

Vendor coordination

Education

Bachelor's degree in Business/Management

Tools

CRM

Telephony

IVR

Workforce management platforms

Job description

ITCON Services is seeking an experienced Operations Manager to oversee the day-to-day operations of a large-scale contact center supporting a Federal client. This is a hands-on leadership role responsible for ensuring efficient operations, strong team performance, and an exceptional customer experience across multiple service channels.

We're looking for a hands-on operations leader who understands what it takes to keep a complex contact center running effectively. The successful candidate will be comfortable balancing people leadership, real-time operational demands, performance metrics, technology, and customer experience while continuously looking for opportunities to improve service delivery.

The ideal candidate brings significant contact center operations experience, a strong understanding of workforce and performance management, and a proven ability to lead supervisors and customer service teams in a fast-paced, metrics-driven environment.

Key Responsibilities

• Lead daily contact center operations across multiple service channels, including phone, email, chat, and IVR.
• Drive operational performance by monitoring and achieving established SLAs and KPIs, including service levels, abandonment rates, customer satisfaction, and First Contact Resolution (FCR).
• Lead and develop teams of supervisors and Customer Service Representatives (CSRs), providing coaching, performance feedback, and accountability.
• Manage escalations involving customer concerns, operational challenges, service disruptions, and other issues requiring leadership intervention.
• Partner with Quality Assurance and Training teams to identify performance trends, close skill gaps, and continuously improve service delivery.
• Coordinate workforce management activities, ensuring staffing levels, schedules, and resources are aligned with contact volume and operational demand.
• Oversee effective use of contact center technology, including CRM, telephony, IVR, workforce management platforms, and related operational tools.
• Monitor and report operational performance, providing leadership with timely updates on metrics, trends, risks, and service issues.
• Support continuous improvement initiatives that enhance operational efficiency, employee performance, and the customer experience.
• Ensure compliance with applicable federal requirements, security protocols, operational procedures, and business continuity plans.

Qualifications

Education

• Bachelor's degree in Business, Management, or a related field is required.

Required Experience

• 7+ years of experience in contact center operations.
• 3-5 years of experience in a contact center supervisory or management role.
• Demonstrated experience managing multi-channel contact center operations.
• Experience supporting or managing teams of 50+ personnel.
• Experience working with workforce management tools and staffing/scheduling processes.
• Working knowledge of CRM, telephony, IVR, and contact center technologies.
• Strong understanding of contact center performance metrics, including SLAs, KPIs, service levels, abandonment, customer satisfaction, and FCR.
• Strong leadership, communication, problem-solving, and escalation-management skills.
• Experience supporting a Federal Government or other highly regulated environment is preferred.

Preferred Certifications

• Lean Six Sigma
• ITIL
• Contact Center Management certification

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affictive Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.