Senior Federal Call Center Operations Leader

TechOp Solutions International; United States; On-site; USD 75,000 - 95,000; Full time

Job summary

A leading tech solutions provider in the United States seeks an experienced Call Center Professional to guide teams in a federal contact center environment. The ideal candidate will have over 8 years of call center management experience, strong leadership skills, and a commitment to customer service excellence. The role involves operational oversight, performance monitoring, and strategic process improvements to achieve efficiency and compliance.

Qualifications

• 8+ years of progressive call center management experience.
• Ability to resolve escalated issues and implement process improvements.
• Must meet government agency suitability requirements.

Responsibilities

• Manage staffing, operations, and reporting for contact center.
• Oversee service recovery and compliance with SOPs.
• Provide data analysis and operational recommendations.

Skills

Workforce management

Performance monitoring

Service recovery

Leadership

Customer service excellence

Education

BA/BS Preferred

Job description

A leading tech solutions provider in the United States seeks an experienced Call Center Professional to guide teams in a federal contact center environment. The ideal candidate will have over 8 years of call center management experience, strong leadership skills, and a commitment to customer service excellence. The role involves operational oversight, performance monitoring, and strategic process improvements to achieve efficiency and compliance.