Contact Center Manager (REMOTE)

Koniag Technology and Infrastructure Solutions, LLC a Koniag Government Services company, is seeking Contact Center Manager to support KTIS and our government customer. This position is remote. This position requires the candidate to be able to obtain a Public Trust.

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.

Koniag Technology & Infrastructure Solutions (KTIS) is seeking an experienced and results-driven Call Center Manager to oversee our customer service operations. The ideal candidate will have a proven track record of managing call center operations, driving customer satisfaction, and developing high-performing teams. This role is critical to ensuring our clients receive exceptional service while optimizing operational efficiency. 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.

Essential Functions, Responsibilities & Duties may include, but are not limited to:
The Call Center Manager will be responsible for the day-to-day management and performance of the call center operation.

• Oversee the daily operations of the call center, ensuring high levels of customer satisfaction and service quality
• Develop, implement, and monitor key performance indicators (KPIs) such as call volume, average handle time, first call resolution, and customer satisfaction
• Recruit, train, coach, and develop call center staff to build a high-performing team
• Create and maintain call center policies, procedures, and best practices aligned with industry standards and KTIS requirements
• Monitor call quality and provide feedback to team members for continuous improvement
• Analyze call center metrics and prepare regular reports for senior management
• Work with other departments to resolve escalated customer issues and improve service delivery
• Manage staffing levels and schedules to ensure appropriate coverage while controlling costs
• Implement and oversee quality assurance programs to maintain service standards
• Stay updated on industry trends and incorporate innovative practices to enhance call center operations
• Manage the call center budget and identify opportunities for cost savings
• Lead process improvement initiatives to enhance efficiency and customer experience
• Ensure compliance with applicable regulations and service level agreements
• Participate in disaster recovery planning and business continuity efforts

Education and Experience:

• Bachelor's degree in Business Administration, Customer Service Management, Information Technology, or related field
• 8-10 years of progressive call center management experience
• HDI Support Center Manager (HDI-SCM) or HDI Help Desk Manager (HDI-HDM) certification required
• Proven track record of successfully managing teams of 15+ customer service representatives
• Experience with call center technologies, CRM systems, and performance tracking tools

Required Skills and Competencies:

• Strong leadership abilities with demonstrated experience in staff development and performance management
• Excellent verbal and written communication skills
• Analytical mindset with the ability to interpret data and metrics to drive decision-making
• Proficiency in workforce management and scheduling techniques
• Experience with quality monitoring and coaching processes
• Knowledge of customer service best practices and industry standards
• Problem-solving skills with the ability to handle escalated customer issues
• Budget management experience
• Proficiency with Microsoft Office suite and call center management software
• Strong organizational and time management skills
• Ability to work in a fast-paced, changing environment
• Knowledge of ITIL practices and principles
• Experience with service desk operations and technical support environments

Desired Skills and Competencies:

• Additional certifications such as ITIL, PMP, or Six Sigma
• Experience with technical support or IT service desk management
• Knowledge of multiple CRM platforms and ticketing systems
• Experience with remote or virtual call center management
• Experience with multichannel customer support (phone, email, chat, social media)
• Bilingual capabilities
• Experience in government contracting environments
• Change management experience
• Knowledge of relevant compliance regulations for call centers
• Experience implementing or optimizing call center technologies
• Background in developing training programs and materials
• Experience with customer satisfaction measurement and improvement strategies

Security Requirement:

• Ability to obtain a Public Trust

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 apply for a position on our website, please get in touch with 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