ITCON Services · 6 days ago
Call Center Operations Manager
Nashville, TN
Full-time
Onsite
Mid, Senior LevelITCON is seeking a decisive Call Center Operations Manager to oversee the daily pulse of the NCC. You will lead a 24/7/365 command center where high-quality customer service meets federal law enforcement precision, ensuring that every shift delivers the analytical support ICE Officers rely on.
Business IntelligenceCyber SecurityInformation TechnologyManagement ConsultingSoftware
No H1B
U.S. Citizen Only
Responsibilities
Oversee daily call center operations, managing resources effectively to handle an estimated 700 calls/day across three shifts while maintaining high-quality customer service
Provide technical advice to develop, implement, and evaluate NCC core processes, driving continuous improvement in efficiency and performance
Serve as the escalation point for Call Center Supervisors, resolving complex conflicts and making critical operational decisions
Develop strategies and manage staff to ensure all activities align with organizational objectives and performance standards
Qualification
Required
English proficiency at the mastery level, capable of summarizing information and expressing oneself spontaneously, very fluently, and precisely
Strong leadership and operational expertise in managing high-volume, 24/7 contact centers
Must be a United States Citizen
Company
ITCON Services
ITCON Services is a consulting firm that helps with innovative technology and management solutions.
Founded in 2008
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase