Call Center Manager

TechFlow, Inc. is seeking an experienced Call Center Manager to lead and optimize our call center operations. This role is crucial for ensuring a high level of customer satisfaction and operational efficiency in our dedicated support team. The ideal candidate is a proactive leader who fosters a positive working environment while driving performance and quality standards.Key ResponsibilitiesLead the team to achieve and exceed client KPIs and SLAs, ensuring a high standard of service delivery.Monitor and manage operational budgets, staffing levels, and resources to ensure optimal efficiency.Implement strategies to reduce attrition and maintain a fully staffed team that meets business needs.Drive performance through regular coaching, mentoring, and professional development of team members.Conduct regular performance evaluations, providing constructive feedback, and executing corrective actions when necessary.Ensure reporting deliverables are accurate and delivered on time. Collaborate with senior leadership and high-level client managers to address challenges, propose creative solutions, and enhance overall client satisfaction.Analyze data and performance metrics using Excel to make informed business decisions and report outcomes.Maintain a strong focus on continuous improvement, ensuring processes are streamlined and customer interactions are optimized.Foster a positive and engaging work environment, encouraging teamwork and accountability.RequirementsBachelor’s degree10+ years of experience in customer service with 5+ years as a supervisorProficiency in Microsoft Office programsExperience with ticketing systems and cell center telephone equipmentExperience supervising remote employeesExcellent communication skills, both verbal and writtenAbility to adapt quickly in a fast-paced environmentAbility to travel up to 5% for annual team meeting and occasional customer meetings in Northern VirginiaUS Citizen with the ability to obtain a Public Trust clearancePreferred QualificationsUnderstanding of CMMS ticketing systems and field maintenanceBenefitsFounded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as DreamWorks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.TechFlow has four principal lines of business: Platform Services, Digital Services, Base Operations and Energy and Mobility Solutions. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)401k plan with Roth option.Eligibility for an employer match.Immediate vestingPaid time off Holidays – 11 paid holidays per year Comprehensive medical, dental, and vision plans Company-paid Life & AD&D insurance plan Employee Assistance Program Wellness Resources Company-paid training and development program Voluntary benefits include:Life & AD&D Insurance for employee, spouse, and childrenShort-term and long-term disability (per plan guidelines)Legal Shield and Identity Theft protection plansPet Insurance#techflow