TechOp Solutions International

Lead day-to-day operations of a high-volume remote call center ensuring service delivery and operational efficiency. | Bachelor's degree and six years managing contact center or customer service operations with proven leadership. | Overview TechOp Solutions International is seeking an experienced Remote Operations Manager to lead the day-to-day operations of a high-volume, remote call center. The Operations Manager is responsible for overseeing the day-to-day operations of a high-volume, 24x7x365 call center, ensuring exceptional service delivery, operational efficiency, and compliance with contractual and organizational requirements. This position provides leadership and direction for operational staff while managing customer service performance, workforce activities, operational processes, and technology support. The Operations Manager serves as the primary operational liaison between program leadership, stakeholders, and support teams to ensure seamless service delivery and continuous operational improvement. Duties: Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved. Provide leadership, direction, and oversight to supervisors and operational support staff. Ensure compliance with organizational policies, procedures, service standards, and contractual requirements. Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness. Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution. Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements. Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives. Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness. Perform additional duties as assigned Bachelor's degree from an accredited institution. Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment. Demonstrated experience leading high-performing teams in a fast-paced, customer-focused environment. Experience managing operational performance metrics, workforce planning, service delivery, and process improvement initiatives Must meet security eligibility requirements. TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.

Lead development and maintenance of customer support content and knowledge management for a remote call center, overseeing a team of content analysts. | Bachelor's degree with six years of experience in knowledge management, content development, or customer support, plus strong leadership skills. | TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer-facing information remains accurate, current, and easily accessible. Duties: · Lead the research, development, organization, and maintenance of knowledge base content. · Supervise Content Research Analysts and assign daily work activities. · Review customer escalations and coordinate research efforts to resolve complex inquiries · Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies. · Analyze customer trends and recommend improvements to content, workflows, and business processes. · Collaborate with subject matter experts to validate and improve customer-facing information. · Perform additional duties as assigned Bachelor's degree from an accredited institution. Minimum six (6) years of experience in knowledge management, content development, customer support, or related operational environments. Experience with CRM and knowledge management platforms preferred. Excellent leadership, communication, organizational, and stakeholder management skills. Must meet security eligibility requirements. TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.

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