Call Center Operations Manager; Night

This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as possible.

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and experienced Call Center Supervisor (Nights) to support the daily operations of our Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an energetic and people-focused leader with hands‑on experience in call center or service desk environments, a strong commitment to customer service excellence, and a natural ability to coach and develop frontline support staff.

They thrive in a structured, fast‑paced environment and take pride in driving team performance and delivering outstanding support experiences to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. This position is nights, 8:30pm to 7:00 am (4 On/4 Off/10 hr shifts), including a 30 min meal break.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement.

The Call Center Supervisor will be responsible for the direct supervision of a team of IT Call Center agents, ensuring that day-to-day operations run smoothly and that service delivery standards, performance metrics, and customer satisfaction goals are consistently met. This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.

Principal responsibilities will include but are not limited to:

• Directly supervise a team of IT Call Center agents, providing real‑time guidance, coaching, and performance feedback to ensure consistent adherence to service delivery standards and call handling procedures.
• Monitor daily call volumes, ticket queues, and agent performance metrics, taking immediate action to address deviations and maintain SLA compliance throughout each shift.
• Serve as the first‑line escalation point for complex or sensitive IT support issues raised by call center agents, facilitating timely resolution and appropriate communication to end users and stakeholders.
• Conduct regular team huddles, briefings, and one‑on‑one coaching sessions to reinforce performance expectations, share updates, and support agent development.
• Assist in the development and delivery of onboarding and ongoing training for new and existing call center agents, ensuring all staff are knowledgeable and proficient in call handling procedures, ITSM tools, and relevant policies.
• Review and evaluate agent interactions including call recordings, ticket documentation, and chat logs to ensure quality standards are consistently upheld, providing constructive feedback as appropriate.
• Assist the Call Center Operations Manager in the preparation of shift performance summaries, attendance tracking, and operational reports.
• Support workforce management activities including daily attendance monitoring, real‑time schedule adherence tracking, and shift coverage coordination.
• Enforce compliance with all applicable federal regulations, agency policies, contractual requirements, and security protocols at the agent level.
• Identify recurring performance issues, knowledge gaps, or process inefficiencies and escalate findings with recommended solutions to the Call Center Operations Manager.
• Maintain a positive, inclusive, and high‑energy team environment that encourages collaboration, accountability, and a strong customer service ethic.
• Assist in the…