Remote Operations Manager ( Call Center)

Job Description

Overview 

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 the day-to-day operations of a high-volume, 24x7x365 call center, ensuring exceptional service delivery, operational efficiency, and compliance with contractual and organizational requirements. This position provides leadership and direction for operational staff while managing customer service performance, workforce activities, operational processes, and technology support. The Operations Manager serves as the primary operational liaison between program leadership, stakeholders, and support teams to ensure seamless service delivery and continuous operational improvement.

Duties:

• 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

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.

Benefits

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.