Remote Site Manager - Contact Center

Remote Site Manager - Contact CenterLead Operations for a Mission-Critical Federal ProgramITCON Services is seeking a dynamic and results-driven Remote Site Manager to lead day-to-day operations for a high-impact contact center supporting the U.S. Citizenship and Immigration Services (USCIS).This role is ideal for a hands-on leader who thrives in fast-paced environments and is passionate about delivering exceptional customer service at scale. You will oversee all aspects of contact center operations—from staffing and performance management to service delivery and issue resolution—ensuring seamless support for a critical federal program.Why Join ITCON?Support a mission-driven federal program that serves millionsLead and influence high-performing contact center teamsWork in a collaborative, growth-oriented environmentAccess competitive benefits, training, and development opportunitiesBe part of a trusted partner in federal customer experience solutionsWhat You’ll DoOperational LeadershipOversee daily contact center operations, ensuring efficient, high-quality service deliveryManage staffing, scheduling, and workforce performance to meet service level agreements (SLAs)Monitor key performance metrics and implement strategies to drive continuous improvementTeam & Performance ManagementLead, coach, and support supervisors and frontline staff to achieve performance and quality goalsFoster a culture of accountability, collaboration, and customer excellenceAddress escalations and resolve complex operational issues in a timely mannerService Delivery & Quality AssuranceEnsure consistent delivery of accurate, timely, and customer-focused supportIdentify trends, gaps, and opportunities to improve customer experience and operational efficiencyPartner with training and quality teams to enhance agent performance and knowledgeTechnical & Systems SupportProvide oversight and coordination for telecommunications and information systems supporting the contact centerTroubleshoot operational or technical issues and collaborate with IT teams to ensure minimal disruption to servicesWhat You Bring3+ years of contact center or operations management experience, preferably in a federal or high-volume environmentProven ability to lead teams, manage performance, and meet operational targetsStrong problem-solving skills with the ability to manage escalations and drive resolutionExperience working with contact center technologies and reporting toolsExcellent communication, leadership, and organizational skillsQualificationsHigh School Diploma or equivalent (Bachelor’s degree preferred)U.S. Citizenship requiredAbility to obtain and maintain required public trust government clearance