Key Facts

Remote From:

Virginia (USA)

Full time

Senior (5-10 years)

English

Hard Skills

Other Skills

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People Management
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Quality Assurance
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Coaching
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Team Management
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Training And Development
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Communication
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Detail Oriented
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Problem Solving

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

The Operations Manager is responsible for the day-to-day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency-specific service lines (OSHA, ETA, WHD, etc.).
This role ensures that all customer interactions across multi-channel platforms (phone, email, chat, IVR) are delivered in accordance with service level agreements (SLAs), performance metrics, and quality standards.

Manage daily operations: Oversee real-time contact center activities across OPA and agency lines (calls, email, chat).
Ensure performance targets: Monitor and meet SLAs/KPIs (service level, abandonment, customer satisfaction, FCR).
Supervise staff: Lead supervisors and CSRs, provide coaching, and ensure adherence to procedures and quality standards.
Handle escalations: Resolve customer issues, operational problems, and system disruptions.
Support quality & training: Work with QA and training teams to improve performance and address skill gaps.
Coordinate workforce management: Align staffing, scheduling, and resource allocation with demand.
Oversee systems usage: Ensure CRM, telephony, and tools are functioning and used effectively.
Report performance: Provide operational updates, metrics, and issue reporting to the Program Manager.
Ensure compliance: Maintain adherence to federal regulations, security requirements, and continuity plans.

Education

Bachelor's degree in Business, Management, or related field (or equivalent experience)

Experience

7+ years in contact center operations
3–5 years in a supervisory or management role
Experience managing:
- Multi-channel contact centers
- Teams of 50+ personnel
Experience with:
- Workforce management tools
- CRM/contact center technologies
- Federal or regulated environments (preferred)