Call Center Operations Manager (Night)

Role Overview The Call Center Operations Manager (Night) will supervise a team of IT Call Center agents, ensuring day-to-day operations run smoothly and service delivery standards are met. This individual will work closely with the Call Center Operations Manager to implement operational directives and foster a positive team environment. What You Will Do Responsibilities include directly supervising a team of IT Call Center agents, monitoring daily call volumes, and serving as the first-line escalation point for complex IT support issues. The Call Center Operations Manager will also conduct regular team huddles, assist in onboarding and training, and enforce compliance with federal regulations and security protocols. Why It Might Be a Fit The ideal candidate is an energetic and people-focused leader with hands-on experience in IT call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff. Requirements High school diploma or GED required. Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred. 3+ years of experience in an IT call center, help desk, or technical support environment. 1+ years of experience in a supervisory, team lead, or senior agent role within a call center or service desk environment. Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance in a structured call center setting. 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 Koniag Government Services