Program Manager (Call Center)

Job Description

Job Description

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

Requirements