Telecom Service Center Manager – Oak Ridge (Onsite)

VFI; Oak Ridge (TN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Employer-paid life insurance

Disability insurance

Retirement plan with employer match

Paid time off and holidays

Opportunity for advancement

Respectful and collaborative work env

Job summary

Veterans First Initiative, LLC (VFI) is seeking a Service Center Manager in Oak Ridge, TN to lead the CSC team servicing the ORF-ICN. You will ensure service orders and tickets are resolved efficiently, mentor staff, and coordinate withPrime contractor PMs and site reps.

The role requires strong telecom and customer service leadership, with limited telework. Responsibilities include SLA-driven fulfillment, MACD operations, performance reporting, and continuous process improvement to deliver

Qualifications

• Five years minimum managing a call center or service center with defined processes.
• Strong knowledge of telecom products, center processes, and MIS tools.
• Proven communication, organizational and leadership skills.

Responsibilities

• Lead CSC team, track SO/TT status, and report metrics.
• Manage MACD and ensure SLA-aligned service fulfillment.
• Provide operational support to the ORF-ICN Prime Contractor PM.
• Mentor staff and develop procedures to improve quality.
• Ensure staff stay current on technology and processes.
• Plan daily work, manage schedules, and ensure timely service.
• Coordinate with site reps to deliver effective solutions.

Skills

Call center management

MIS tracking

Customer service process

Telecommunications knowledge

Written and verbal communication

Time management

Billing & invoicing

Tools

T-Metrics

PBX/VoIP systems

Job description

Veterans First Initiative, LLC (VFI) is seeking a Service Center Manager in Oak Ridge, TN to lead the CSC team servicing the ORF-ICN. You will ensure service orders and tickets are resolved efficiently, mentor staff, and coordinate withPrime contractor PMs and site reps.

The role requires strong telecom and customer service leadership, with limited telework. Responsibilities include SLA-driven fulfillment, MACD operations, performance reporting, and continuous process improvement to deliver