| The Operations Manager is responsible for the day-to-day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency-specific service lines (OSHA, ETA, WHD, etc.). This role ensures that all customer interactions across multi-channel platforms (phone, email, chat, IVR) are delivered in accordance with service level agreements (SLAs), performance metrics, and quality standards.
Education
Experience
Certifications (Preferred)
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Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.
As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs. We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.
At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.