Note: The job is a remote job and is open to candidates in USA. TechOp Solutions International is seeking an experienced Remote Operations Manager to lead the day-to-day operations of a high-volume, remote call center. The Operations Manager is responsible for overseeing service delivery, operational efficiency, and compliance, while providing leadership and direction for operational staff.
Responsibilities
- Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved
- Provide leadership, direction, and oversight to supervisors and operational support staff
- Ensure compliance with organizational policies, procedures, service standards, and contractual requirements
- Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness
- Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution
- Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements
- Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives
- Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness
- Perform additional duties as assigned
Skills
- Bachelor's degree from an accredited institution
- Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment
- Demonstrated experience leading high-performing teams in a fast-paced, customer-focused environment
- Experience managing operational performance metrics, workforce planning, service delivery, and process improvement initiatives
- Must meet security eligibility requirements
Company Overview