Call Center Project Manager

TechOp Solutions is seeking a Project Manager who is responsible for the overall management of a 24/7 Call Center contract. The Project Manager serves as the primary liaison between the contractor and Government representatives, ensuring that all services are delivered in accordance with the Statement of Work (SOW), quality standards, and performance metrics. An ideal candidate will have progressive contact center experience, be an effective communicator, and have strong analytical skills.

• Serve as the primary point of contact for the Government Contracting Officer (CO) and Contracting Officer’s Representative (COR).
• Provide leadership and oversight for all call center operations
• Manage contractor personnel including developing staffing strategies.
• Ensure operational coverage and adherence to mission-critical requirements.
• Monitor service delivery and ensure compliance with performance metrics and acceptable quality levels
• Facilitate regular status meetings with Government stakeholders.
• Provide strategic planning, program analysis, and technical briefings as requested
• Other duties as assigned

·         Bachelor’s degree preferred (HS diploma or GED acceptable)

·         A minimum of 5 years of hands-on experience in Call center operations management

·         Decade plus of CS experience

·         Experience using various call center software and communication and paging systems.

·         Strong written and verbal communication skills to effectively interface with leadership.

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The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At TechOp, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The tentative wage for this role is $100,000 - $140,000.

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.