ITCON Services · 1 day ago
Call Center Operations Manager
Nashville, TN
Full-time
Onsite
Senior Level
5+ years expITCON is seeking a decisive Call Center Operations Manager to oversee the daily pulse of the NCC. Your role is to translate organizational objectives into operational reality, ensuring that every shift delivers the analytical support ICE Officers rely on.
Business IntelligenceCyber SecurityInformation TechnologyManagement ConsultingSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage daily call center operations across all shifts
Monitor call volumes, queues, and performance metrics to maintain SLA compliance
Supervise supervisors and team leads ensuring consistent coaching and performance oversight
Coordinate with Program Manager on staffing, scheduling, and operational adjustments
Implement quality assurance processes and corrective action plans
Ensure adherence to ICE/287(g) protocols and documentation standards
Support training and certification programs for operators and supervisors
Qualification
Required
Must be a United States Citizen
Bachelor's degree or equivalent experience
5+ years of contact center leadership experience
Experience managing 24/7 operations
Strong analytical skills with ability to interpret operational data
Proficiency with workforce management tools
Ability to obtain required clearances
Preferred
Experience in law‑enforcement or federal support environments
Knowledge of 287(g) or immigration‑related processes
Lean/Six Sigma or similar process‑improvement background
Company
ITCON Services
ITCON Services is a consulting firm that helps with innovative technology and management solutions.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase