Program Manager- Call Center

TechOp Solutions is seeking an experienced professional to lead the successful execution of a federal customer service and financial operations support contract. This individual will serve as the primary point of contact for the Government and will be responsible for the overall management, coordination, performance, and delivery of all contract requirements. This individual will oversee daily operations, ensure compliance with contractual performance standards, manage staff, mitigate risks, and provide strategic leadership to ensure exceptional customer service and operational excellence. 

Duties: 

• Provide daily leadership, guidance, and oversight to Customer Service Representatives. 

• Provide overall program leadership, direction, and oversight for all contract activities. 

• Ensure compliance with all Performance Work Statement (PWS) requirements, policies, and service level standards. 

•  Manage staffing, scheduling, performance metrics, quality assurance, and risk mitigation activities. 

• Oversee program reporting, deliverables, and continuous process improvement initiatives. 

•   Coordinate with Government stakeholders to resolve issues and ensure customer satisfaction. 

• Supervise contract personnel and ensure effective communication across all functional areas. 

• Monitor contract performance and implement corrective actions as needed to meet contractual objectives. 

• Performs additional duties as assigned 

Requirements

·         Bachelor Degree.

·         10 years of overall experience 

·         Minimum of three (3) years of experience in customer service or help desk operations.

·         At least one (1) year of supervisory, lead, or team coordination experience.

·         Familiarity with customer service systems, operational processes, and compliance requirements.

·         Strong leadership, communication, and organizational skills.

·         Ability to coach team members while maintaining a collaborative and customer-focused environment.

·         Proficiency with Microsoft Office Suite.

·         Must meet security eligibility requirements.

Benefits

TechOp Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.