3+ years of contact center or operations management experience
Proven ability to lead teams, manage performance, and meet operational targets
Strong problem-solving skills
Experience working with contact center technologies and reporting tools
Requirements:
Oversee daily contact center operations, ensuring efficient, high-quality service delivery
Manage staffing, scheduling, and workforce performance to meet service level agreements (SLAs)
Lead, coach, and support supervisors and frontline staff to achieve performance and quality goals
Ensure consistent delivery of accurate, timely, and customer-focused support
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
