Operations Manager

The Operations Manager will lead high-volume CQA contact center operations across voice and chat and coordinate the workforce required to respond to highly variable public demand.

• Lead daily omnichannel contact center operations.

• Manage CSRs, supervisors, WFM, QA, training, and supporting operational functions.

• Ensure achievement of service levels, quality standards, productivity, and customer-experience objectives.

• Coordinate multilingual operations and distributed delivery.

• Manage attendance, performance, coaching, escalation, and workforce productivity.

• Lead rapid ramp-up, peak operations, reserve capacity, and controlled ramp-down.

• Coordinate closely with the Command Center and Technical Team.

• 10+ years of progressively responsible contact center operations experience.

• Demonstrated management of high-volume voice and digital operations.

• Large-scale workforce and surge-management experience strongly preferred.

• Experience managing SLAs, QA, WFM, training, and distributed operations.

• Federal contact center experience preferred.

Position Contingency Notice

This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.