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Call Center Manager
Call Center ManagerClearance Jobs • Washington, DC, US
Call Center Manager

Call Center Manager

Clearance Jobs • Washington, DC, US
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Call Center Manager

ActioNet has an opportunity for a Call Center Manager requiring a Public Trust clearance in the Washington, D.C. metro area. This hybrid role supports a federal customer and requires a leader who can manage day-to-day operations while driving continuous process improvements across the service desk. You will oversee Tier 1 support activities, serve as a key escalation point for hardware / software and system issues, and ensure alignment and cohesion across all support tiers. The ideal candidate is customer-focused, highly organized, and proactiveconstantly identifying opportunities to streamline workflows, enhance service quality, and improve the overall end-user experience. Salary Range : $78112K.

Duties and Responsibilities :

  • Lead, supervise, and mentor all Call Center personnel assigned to the federal program
  • Ensure staff adhere to established Tier 1 SOPs, service standards, and performance metrics
  • Oversee daily support operations, including incident triage, service requests, and end-user troubleshooting
  • Train and develop staff providing phone and in-person support for email, directories, OS, and desktop applications across federal systems
  • Drive process improvement initiatives to enhance efficiency, reduce incident volume, and optimize service delivery
  • Ensure all projects and support activities follow ActioNet's Quality Management System, federal requirements, and industry best practices
  • Provide clear, consistent status reporting and ensure customers remain fully informed
  • Collaborate with cross-functional and multi-tiered teams to deliver innovative and customer-centered service enhancements

Basic Qualifications (Required) :

  • Five (5)+ years managing and leading Call Center teams, preferably within federal environments, utilizing ITIL and Agile methodologies
  • Microsoft Office Specialist (MOS) certification in at least one of : Access, Excel, PowerPoint, Outlook, or Word
  • Strong interpersonal, problem-solving, and time management skills
  • Proven ability to manage resources, processes, and daily operational functions
  • Strong attention to detail, excellent organizational skills, and a commitment to quality and continuous improvement
  • Ability to work independently and effectively within cross-functional teams

    • Group id : RTX156f3f

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