TechOp Solutions International

Lead and manage daily call center operations, drive staff performance, ensure compliance with SOPs, liaise with government officials, analyze data, and implement process improvements. | At least 12 years of call center management experience, ability to obtain government suitability clearance, BA/BS preferred. | TechOp Solutions is seeking a Program Manager (Call Center) who can provide masterful guidance in a federal contact center environment. This role is responsible for leading and managing daily operations of a call center to ensure efficient service delivery, high-quality customer interactions, and the achievement of organizational goals. This role provides direction to supervisors and staff, drives performance, and supports a culture of excellence in customer service. Successful candidates will have excellent interpersonal skills and the ability to manage a large, distributed team. Responsibilities: • Drives overall program execution, staff management, and performance. • Oversees service recovery and ensure compliance with SOPs. • Serves as primary liaison with Government COR/CO. • Analyzes call center data, prepare reports, and present findings to leadership with recommendations for operational improvements. • Develops and implements operational policies, procedures, and process improvements. • Other duties, as assigned • BA/BS (Preferred ) • At least 12 years of call center management experience • Must be able to obtain and maintain government agency suitability requirements as a condition of employment