Call Center Operations Manager

ITCON is seeking a decisive Call Center Operations Manager to oversee the daily pulse of the NCC. You will lead a 24/7/365 command center where high-quality customer service meets federal law enforcement precision. Your role is to translate organizational objectives into operational reality, ensuring that every shift delivers the analytical support ICE Officers rely on.

Role Summary

The Operations Manager oversees day‑to‑day execution of the 287(g) Contact Center, ensuring accurate, timely, and compliant handling of law‑enforcement support calls.

Key Responsibilities

• Manage daily call center operations across all shifts
• Monitor call volumes, queues, and performance metrics to maintain SLA compliance
• Supervise supervisors and team leads ensuring consistent coaching and performance oversight
• Coordinate with Program Manager on staffing, scheduling, and operational adjustments
• Implement quality assurance processes and corrective action plans
• Ensure adherence to ICE/287(g) protocols and documentation standards
• Support training and certification programs for operators and supervisors
  
  

Requirements

• Must be a United States Citizen
• Bachelor’s degree or equivalent experience
• 5 years of contact center leadership experience
• Experience managing 24/7 operations
• Strong analytical skills with ability to interpret operational data
• Proficiency with workforce management tools
• Ability to obtain required clearances
  
  

Preferred Qualifications

• Experience in law‑enforcement or federal support environments
• Knowledge of 287(g) or immigration‑related processes
• Lean/Six Sigma or similar process‑improvement background