Program Manager (Call Center)

About the Role

TechOp Solutions International is hiring an experienced remote Program Manager to direct a high-volume call center contract. In this position, you will provide leadership, operational oversight, and strategic guidance to make sure all contract requirements, service standards, and performance goals are met. You will also act as the main contact for the client and coordinate program delivery across personnel, budget, subcontractor, and improvement efforts.

Key Responsibilities

• Lead the contract and guide all program operations end to end.
• Direct Key Personnel and functional managers, ensuring clear priorities and accountability.
• Plan, coordinate, and manage daily program activities to support successful contract delivery.
• Act as the central point of communication for the client, subcontractors, and internal leadership.
• Oversee staffing, financial planning, budgets, and operational focus areas.
• Track contract performance, review operational data, and prepare reports for leadership.
• Manage project timelines, deliverables, risks, and issue escalation/resolution.
• Handle program communications and provide consistent status updates to stakeholders.
• Drive change management efforts, including improvements tied to operations and technology.
• Develop and keep SOPs, work instructions, and other operational documents up to date.
• Evaluate new technologies and suggest improvements that strengthen customer experience, efficiency, and service quality.
• Support continuous improvement and uphold high standards of operational excellence.
• Take on additional tasks as needed.

Requirements

• A bachelor's degree from an accredited institution is required.
• At least 8 years of experience managing large customer service, contact center, or operational support programs.
• Proven success leading cross-functional teams, handling budgets, and monitoring contract performance.
• Strong capabilities in leadership, communication, organization, and stakeholder coordination.
• Ability to meet security eligibility requirements.

Additional Information

This role is offered as a remote full-time position in the United States.

Equal Opportunity Statement

TechOp Solutions is an equal opportunity employer. Employment decisions are made without regard to race, creed, color, religion, national origin, ancestry, citizenship, citizenship status, age, disability, handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity, or any other protected characteristic under applicable federal, state, or local law.