Remote Operations Manager ( Call Center)

About the role

TechOp Solutions International is seeking an experienced Remote Operations Manager to lead the day-to-day operations of a high-volume, remote call center.

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

Requirements

• 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