Call Center Operations Manager - Swing

Role Overview

The Call Center Operations Manager will oversee the daily operations of the IT Call Center, ensuring efficient and effective service delivery to government end users across all operational hours and shifts. This individual will work closely with the Program Manager and Deputy Program Manager to align operational activities with broader program objectives and contractual requirements.

Manage and oversee the daily operations of the IT Call Center, directly supervise call center team leads and supervisors, monitor real-time call center performance, and develop, track, and report on key operational metrics and SLA compliance.

The ideal candidate is a hands-on, detail-oriented leader with a strong background in IT call center or service desk operations, workforce management, and team leadership. They bring a passion for operational excellence, a commitment to customer satisfaction, and the ability to drive performance in a dynamic, government-facing service environment.

• Bachelor's degree in Business Administration, Information Technology, Management, or a related field from an accredited college or university.
• 5+ years of experience in an IT call center, service desk, or IT support operations environment, with at least 2 years in a supervisory or management role.
• Demonstrated experience managing team performance, workforce scheduling, and SLA compliance in a structured call center environment.
• Experience working within a federal government contracting environment preferred.

• Competitive compensation
• Health, dental, and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off
• More