Role overview

Qualifications

3+ years of contact center or operations management experience, preferably in a federal or high-volume environment
Proven ability to lead teams, manage performance, and meet operational targets
Strong problem-solving skills with the ability to manage escalations and drive resolution
Experience working with contact center technologies and reporting tools

Responsibilities

Oversee daily contact center operations, ensuring efficient, high-quality service delivery
Manage staffing, scheduling, and workforce performance to meet service level agreements (SLAs)
Monitor key performance metrics and implement strategies to drive continuous improvement
Lead, coach, and support supervisors and frontline staff to achieve performance and quality goals

Key facts

Remote from: Anywhere
Full time
Mid-level (2-5 years)
Call Center Agent
English

Hard skills

Organizational Leadership Performance Management Performance Metric Continuous Improvement Process

Other skills

Customer Service
Scheduling
Coaching
Troubleshooting (Problem Solving)
Leadership
Problem Solving
Collaboration
Accountability

About the company

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

Company details

Company size51 - 200

Links

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Job description

Remote Site Manager – Contact Center

Lead Operations for a Mission-Critical Federal Program

ITCON Services is seeking a dynamic and results-driven Remote Site Manager to lead day-to-day operations for a high-impact contact center supporting the U.S. Citizenship and Immigration Services (USCIS).

This role is ideal for a hands-on leader who thrives in fast-paced environments and is passionate about delivering exceptional customer service at scale. You will oversee all aspects of contact center operations—from staffing and performance management to service delivery and issue resolution—ensuring seamless support for a critical federal program.

Why Join ITCON?

Support a mission-driven federal program that serves millions
Lead and influence high-performing contact center teams
Work in a collaborative, growth-oriented environment
Access competitive benefits, training, and development opportunities
Be part of a trusted partner in federal customer experience solutions

What You’ll Do

Operational Leadership

Oversee daily contact center operations, ensuring efficient, high-quality service delivery
Manage staffing, scheduling, and workforce performance to meet service level agreements (SLAs)
Monitor key performance metrics and implement strategies to drive continuous improvement

Team & Performance Management

Lead, coach, and support supervisors and frontline staff to achieve performance and quality goals
Foster a culture of accountability, collaboration, and customer excellence
Address escalations and resolve complex operational issues in a timely manner

Service Delivery & Quality Assurance

Ensure consistent delivery of accurate, timely, and customer-focused support
Identify trends, gaps, and opportunities to improve customer experience and operational efficiency
Partner with training and quality teams to enhance agent performance and knowledge

Technical & Systems Support

Provide oversight and coordination for telecommunications and information systems supporting the contact center
Troubleshoot operational or technical issues and collaborate with IT teams to ensure minimal disruption to services

What You Bring

3+ years of contact center or operations management experience, preferably in a federal or high-volume environment
Proven ability to lead teams, manage performance, and meet operational targets
Strong problem-solving skills with the ability to manage escalations and drive resolution
Experience working with contact center technologies and reporting tools
Excellent communication, leadership, and organizational skills

Qualifications

High School Diploma or equivalent (Bachelor’s degree preferred)
U.S. Citizenship required
Ability to obtain and maintain required public trust government clearance