Integral Consulting Services
Vienna, VA
Position Title: Contact Center Operations Manager Location: US-Virginia-Vienna Job ID: 5391 # of Openings: 1 Category: Project & Program Management Clearance: Secret Clearance Status: Active Type: Regular Full-Time Overview: The Contact Center Operations Manager is responsible for ensuring high-quality service delivery across all customer interactions and operational processes. This role combines quality assurance, performance analysis, and operational support to identify process improvements, enhance agent performance, and maintain compliance with service standards and key performance indicators (KPIs). The analyst partners closely with QA, Training, and Operations teams to drive continuous improvement within the service desk environment. Responsibilities: Quality Assurance Conduct quality audits of service desk tickets, calls, and chats to assess communication effectiveness, issue resolution accuracy, and compliance with established...