Program Manager (Call Center) Job at ZipRecruiter in Norfolk

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

• BA/BS ( )
• 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

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