Senior Operations Leader - Multi-Channel 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 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.