Call Center Operations Manager

Role OverviewThe Call Center Operations Manager will oversee the daily operations of the IT Call Center, ensuring service delivery standards, performance metrics, and customer satisfaction goals are consistently achieved. This individual will work closely with the Program Manager and Deputy Program Manager to align operational activities with broader program objectives and contractual requirements. What You Will DoManage and oversee the daily operations of the IT Call Center, directly supervise call center team leads and supervisors, monitor real-time call center performance, develop and track key operational metrics, and oversee workforce management activities. Why It Might Be a FitThe ideal candidate is a hands-on, detail-oriented leader with a strong background in IT call center or service desk operations, workforce management, and team leadership. They bring a passion for operational excellence, a commitment to customer satisfaction, and the ability to drive performance in a dynamic, government-facing service environment. Requirements Bachelor's degree in Business Administration, Information Technology, Management, or a related field from an accredited college or university 5+ years of experience in an IT call center, service desk, or IT support operations environment, with at least 2 years in a supervisory or management role Demonstrated experience managing team performance, workforce scheduling, and SLA compliance in a structured call center environment Benefits Competitive compensation Health, dental and vision insurance 401K with company matching Flexible spending accounts Paid holidays Three weeks paid time off More #J-18808-Ljbffr