Deputy PM ( Call Center)

TechOp Solutions International

Job Overview

Location

United States

Employment Type

Full-time

Work Arrangement

Remote

Sector

Customer Service & Support

Experience Level

Senior (5-8 years)

Application Deadline

July 14, 2026

About the Company

TechOp Solutions International, Inc. (TechOp) is a distinguished Service-Disabled Veteran-Owned Small Business (SDVOSB), established in 2005. Headquartered in Stafford, Virginia, with an additional office in Arlington, VA, TechOp specializes in delivering critical operational and technology expertise. The company's key management personnel are highly regarded for their extensive, real-world experience, spanning decades in both operational and technological domains. TechOp provides invaluable support to Federal, state, local, and private/commercial organizations. Their core mission involves assisting these entities in preparing for and responding to a wide array of security threats, encompassing both natural and man-made disasters. This commitment ensures robust defense and resilience for their diverse client base.

Job Description

TechOp Solutions International is actively seeking a highly experienced Deputy Program Manager to join our team. In this pivotal remote role, you will be instrumental in supporting a large-scale federal contact center, ensuring seamless 24/7 operations.

You will collaborate closely with the Program Manager, providing comprehensive oversight of daily activities, optimizing workforce management, streamlining onboarding processes, and maintaining rigorous quality assurance standards. Your expertise will drive effective reporting and provide critical program support within a high-volume customer service environment.

This position is crucial for managing a distributed virtual workforce, ensuring that all contractual requirements are met and operational objectives are consistently achieved. We are looking for a proactive leader who can anticipate challenges, innovate solutions, and foster a positive, productive work environment through strong emotional intelligence and a commitment to team development.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Contact Center OperationsWorkforce ManagementQuality AssuranceProgram ManagementPerformance ManagementRisk ManagementContinuous ImprovementOperational PlanningStakeholder CommunicationReportingAnalytical SkillsProblem-solvingTeam LeadershipRemote Team Management

Key Responsibilities

Assist the Program Manager with day-to-day oversight of contact center operations, including facilitating 24/7 operations and staffing.
Support recruiting, security processing, onboarding, and coordination activities for Customer Service Representatives (CSRs).
Monitor operational performance, productivity, and quality assurance metrics.
Support quality control (QC) activities and audits.
Coordinate schedules, staffing support, reporting, and workflow management activities.
Assist with managing remote employees, including aspects of performance management.
Ensure effective communication between management, staff, subcontractors, and government stakeholders.
Assist with maintaining program documentation, reports, and operational procedures.
Anticipate operational bottlenecks and design creative, strategic solutions to mitigate program risks before they impact service delivery.
Identify and escalate operational issues and support implementation of corrective actions. Lead continuous improvement initiatives.
Support training coordination and workforce engagement activities. Develop learning pathways and objectives to support professional development.
Participate in risk management activities. Ensure controls and mitigations are complete, documented, and consistently applied.
Perform other duties as assigned.

Qualifications

Minimum of a Bachelor of Science (BS) degree; Master of Arts (MA) or Master of Science (MS) preferred.
7+ years of comprehensive contact center experience required.
Demonstrated strong organizational, analytical, communication, and problem-solving skills.
Proven ability to prepare reports, conduct quality reviews, and support operational planning activities.
Must meet stringent security eligibility requirements.
Experience working within a virtual call center environment and managing remote employees is preferred.
Experience supporting large contact center operations with 70+ FTE personnel is preferred.
Familiarity with the McNamara-O’Hara Service Contract Act is preferred.
Experience supporting large contact center operations with 100+ FTE personnel is preferred.

How to Apply

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The US federal contact center industry is rapidly evolving, demanding robust operational leadership. This Deputy Program Manager role is critical for overseeing 24/7 virtual operations, ensuring peak performance and compliance. You will leverage advanced workforce management systems, implement rigorous quality assurance protocols, and drive operational efficiency through data-driven insights. Key responsibilities include risk mitigation strategies and performance management for a distributed team. Your strategic contributions will directly enhance service delivery, optimize resource allocation, and significantly impact the program's overall ROI and stakeholder satisfaction within a high-volume environment.