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120 Deloitte Call Center Operations Manager Jobs Hiring Near You

kgs

Call Center Operations Manager

Nashville, TN · On-site

The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...

kgs

Call Center Operations Manager

Nashville, TN

The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...

MCI Careers

Call Center Operations Manager

Savannah, GA · On-site

$50K - $60K/yr

We're seeking dynamic and experienced Call Center Operations Manager to support both commercial and public sector clients. In this role, you'll lead a team of 5-10 supervisors and be directly ...

MCI Careers

Call Center Operations Manager

Wichita, KS · On-site

$50K - $60K/yr

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ...

MCI Careers

Call Center Operations Manager

Las Cruces, NM · On-site

$50K - $60K/yr

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ...

MCI Careers

Call Center Operations Manager

Wichita, KS · On-site

$50K - $60K/yr

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ...

MCI Careers

Call Center Operations Manager

Las Cruces, NM · On-site

$50K - $60K/yr

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ...

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Deloitte Jobs Information

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Deloitte is known for its collaborative and inclusive culture, prioritizing diversity, equity, and inclusion to foster a sense of belonging among its employees. The company's global network is structured into various teams, including audit, consulting, tax, and financial advisory services, with a focus on delivering innovative solutions to clients across various industries. Working at Deloitte may appeal to individuals seeking a dynamic and challenging work environment with opportunities for professional growth, skill development, and global networking.

What makes Deloitte an attractive place to work?

Deloitte is a leading professional services organization with a strong global presence, known for its expertise in audit, consulting, financial advisory, risk advisory, and tax services. The company offers a dynamic work environment that fosters innovation, collaboration, and professional growth, with opportunities to work on diverse projects and develop skills in cutting-edge technologies. Joining Deloitte provides a platform for individuals to make a meaningful impact, advance their careers, and contribute to the organization's mission of making a difference in the lives of clients, people, and society.

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92% of people say they would get paid if they were sick but scheduled to work.
Based on data from 37 people who took the Breakroom Quiz between August 2025 and August 2026.

At Deloitte, are sick days and vacation days separate paid time off?

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Most people say the health insurance costs are okay.
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Based on data from 34 people who took the Breakroom Quiz between August 2025 and August 2026.

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Based on data from 39 people who took the Breakroom Quiz between August 2025 and August 2026.

How far ahead of time do people find out their work schedule?

Most people find out their schedule less than four weeks ahead of time.
  • 74% of people with changing schedules find out their shifts one week or less ahead of time.
  • 5% of people with changing schedules find out their shifts two weeks ahead of time.
  • 0% of people with changing schedules find out their shifts three weeks ahead of time.
  • 21% of people with changing schedules find out their shifts four weeks or more ahead of time.

Based on data from 19 people who took the Breakroom Quiz between March 2025 and August 2026.

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80% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 49 people who took the Breakroom Quiz between November 2024 and August 2026.

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Sometimes. The job can spill into unpaid time.
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Based on data from 52 people who took the Breakroom Quiz between November 2024 and August 2026.

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Based on data from 37 people who took the Breakroom Quiz between August 2025 and August 2026.

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Based on data from 30 people who took the Breakroom Quiz between August 2025 and August 2026.

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What other companies are hiring for Call Center Operations Manager jobs?
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What are the most popular categories at Deloitte?
Infographic showing various Call Center Operations Manager job openings at Deloitte in the United States as of August 2026, with employment types broken down into 99% Full Time, and 1% Part Time. Highlights an 90% Physical, 5% Hybrid, and 5% Remote job distribution.

Call Center Operations Manager

Koniag, Inc.

Nashville, TN • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 9 days ago

Job description

Koniag Services Inc., a Koniag Government Services company, is seeking an experienced Call Center Operations Manager - Morning to oversee the daily operations of our IT Call Center supporting government clients in the Nashville, Tennessee area. The ideal candidate is a hands-on, detail-oriented leader with a strong background in IT call center or service desk operations, workforce management, and team leadership. They bring a passion for operational excellence, a commitment to customer satisfaction, and the ability to drive performance in a dynamic, government-facing service environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. The morning 6:30am - 4:30pm (4 On, 4 Off x 10 Hours Shift).
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics, and customer satisfaction goals are consistently achieved. This individual will work closely with the Program Manager and Deputy Program Manager to align operational activities with broader program objectives and contractual requirements. Principal responsibilities will include but are not limited to:
  • Manage and oversee the daily operations of the IT Call Center, ensuring efficient and effective service delivery to government end users across all operational hours and shifts.
  • Directly supervise call center team leads and supervisors, providing guidance, coaching, and performance feedback to drive individual and team accountability.
  • Monitor real-time call center performance, including call volumes, ticket queues, handle times, and resolution rates, taking immediate corrective action when performance deviations are identified.
  • Develop, track, and report on key operational metrics and SLA compliance, providing regular performance updates to the Program Manager and customer stakeholders.
  • Oversee workforce management activities including staff scheduling, shift assignments, leave management, and real-time queue adjustments to maintain appropriate coverage levels across all shifts.
  • Serve as the primary escalation point for complex or high-priority IT support issues, coordinating with technical teams and subject matter experts to facilitate timely resolution and customer communication.
  • Develop, implement, and maintain standard operating procedures (SOPs), call handling guidelines, and operational playbooks to ensure consistency and quality across all call center functions.
  • Conduct regular team meetings, performance reviews, and one-on-one coaching sessions with team leads and supervisors to reinforce expectations and support professional development.
  • Identify operational inefficiencies and lead continuous process improvement efforts, leveraging ITIL best practices and performance data to enhance service delivery outcomes.
  • Coordinate onboarding and training activities for new call center staff, ensuring all personnel are equipped with the knowledge, tools, and resources needed to perform their roles effectively.
  • Manage and maintain call center technology platforms, including ITSM ticketing systems, phone systems, and workforce management tools, escalating technical issues as needed.
  • Ensure all call center operations are conducted in compliance with applicable federal regulations, agency policies, contractual requirements, and security protocols.
  • Assist the Program Manager in the preparation of performance reports, customer deliverables, and program status updates.
  • Foster a positive, inclusive, and high-performance team culture that prioritizes customer service excellence, employee engagement, and continuous improvement.

Education and Experience:
Required:
  • Bachelor's degree in Business Administration, Information Technology, Management, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
  • 5+ years of experience in an IT call center, service desk, or IT support operations environment, with at least 2 years in a supervisory or management role.
  • Demonstrated experience managing team performance, workforce scheduling, and SLA compliance in a structured call center environment.
  • Experience working within a federal government contracting environment preferred.

Preferred:
  • Prior experience managing IT call center operations in support of a federal government customer.
  • Experience managing teams of 20 or more call center agents or IT support specialists.

Required Skills and Competencies:
  • Exceptional communication skills in English - both written and oral - with the ability to communicate effectively with government stakeholders, program leadership, and frontline call center staff.
  • Strong leadership and people management skills, with demonstrated success supervising and motivating multi-shift call center teams in a high-tempo service environment.
  • Hands-on knowledge of IT service management principles and frameworks, including ITIL, with direct experience managing SLAs, KPIs, and operational performance metrics.
  • Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems.
  • Experience with workforce management tools and call center telephony platforms for scheduling, monitoring, and reporting purposes.
  • Strong analytical and problem-solving skills with the ability to interpret performance data, identify trends, and implement data-driven operational improvements.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
  • Demonstrated ability to manage competing priorities, handle escalations effectively, and maintain composure in a fast-paced, customer-focused environment.
  • Experience developing and maintaining SOPs, operational guidelines, and training materials for call center staff.
  • Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:
  • Active government security clearance (Secret or higher).
  • ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
  • HDI Support Center Manager (HDI-SCM) or HDI Support Center Team Lead certification.
  • Project Management Professional (PMP) certification or equivalent project management experience.
  • Familiarity with federal IT governance frameworks such as FITARA, FedRAMP, or NIST cybersecurity standards.
  • Experience implementing or supporting quality assurance (QA) programs within a call center environment.
  • Knowledge of call center performance analytics platforms and reporting tools.
  • Experience coordinating with subcontractors or third-party vendors in a government contracting environment.
  • Familiarity with Agile or hybrid operational management methodologies as applied to IT service delivery programs.

Our Equal Employment Opportunity Policy:
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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About Koniag

Sourced by ZipRecruiter

Industry

Investment management and consulting services

Company size

501 - 1,000 Employees

Headquarters location

Kodiak, AK, US

Year founded

1972

Social media

Facebook

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