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Call Center Operations Manager

ITCON Services

Role overview

Qualifications

  • Bachelor's degree in Business, Management, or related field (or equivalent experience)
  • 7+ years in contact center operations
  • 3–5 years in a supervisory or management role
  • Experience managing multi-channel contact centers

Responsibilities

  • Oversee real-time contact center activities across OPA and agency lines (calls, email, chat)
  • Monitor and meet SLAs/KPIs (service level, abandonment, customer satisfaction, FCR)
  • Lead supervisors and CSRs, provide coaching, and ensure adherence to procedures and quality standards
  • Resolve customer issues, operational problems, and system disruptions

Key facts

Hard skills

Performance Analytics Escalation Management Contact Management Systems Compliance Management

Other skills

  • Supervision
  • Coaching
  • Quality Assurance
  • Problem Solving

About the company

ITCON Services logo

ITCON Services

IT Services & IT Consulting

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

Company details

IndustryIT Services & IT Consulting
Company size51 - 200

Links

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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)

Certifications (Preferred)
  • Six Sigma / Lean
  • ITIL
  • Contact Center Management certifications

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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