Call Center Manager

Call Center Manager

ActioNet has an opportunity for a Call Center Manager requiring a Public Trust clearance in the Washington, D.C. metro area. This hybrid role supports a federal customer and requires a leader who can manage day-to-day operations while driving continuous process improvements across the service desk. You will oversee Tier 1 support activities, serve as a key escalation point for hardware / software and system issues, and ensure alignment and cohesion across all support tiers. The ideal candidate is customer-focused, highly organized, and proactiveconstantly identifying opportunities to streamline workflows, enhance service quality, and improve the overall end-user experience. Salary Range : $78112K.

Duties and Responsibilities :

• Lead, supervise, and mentor all Call Center personnel assigned to the federal program
• Ensure staff adhere to established Tier 1 SOPs, service standards, and performance metrics
• Oversee daily support operations, including incident triage, service requests, and end-user troubleshooting
• Train and develop staff providing phone and in-person support for email, directories, OS, and desktop applications across federal systems
• Drive process improvement initiatives to enhance efficiency, reduce incident volume, and optimize service delivery
• Ensure all projects and support activities follow ActioNet's Quality Management System, federal requirements, and industry best practices
• Provide clear, consistent status reporting and ensure customers remain fully informed
• Collaborate with cross-functional and multi-tiered teams to deliver innovative and customer-centered service enhancements

Basic Qualifications (Required) :

Group id : RTX156f3f