Remote Site Manager – Contact Center Lead Operations for a Mission-Critical Federal Program ITCON 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 millions
• Lead and influence high-performing contact center teams
• Work in a collaborative, growth-oriented environment
• Access competitive benefits, training, and development opportunities
• Be part of a trusted partner in federal customer experience solutions

What You’ll Do Operational Leadership

• Oversee daily contact center operations, ensuring efficient, high-quality service delivery
• Manage staffing, scheduling, and workforce performance to meet service level agreements (SLAs)
• Monitor key performance metrics and implement strategies to drive continuous improvement

Team & Performance Management

• Lead, coach, and support supervisors and frontline staff to achieve performance and quality goals
• Foster a culture of accountability, collaboration, and customer excellence
• Address escalations and resolve complex operational issues in a timely manner

Service Delivery & Quality Assurance

• Ensure consistent delivery of accurate, timely, and customer-focused support
• Identify trends, gaps, and opportunities to improve customer experience and operational efficiency
• Partner with training and quality teams to enhance agent performance and knowledge

Technical & Systems Support

• Provide oversight and coordination for telecommunications and information systems supporting the contact center
• Troubleshoot operational or technical issues and collaborate with IT teams to ensure minimal disruption to services

What You Bring

• 3+ years of contact center or operations management experience, preferably in a federal or high-volume environment
• Proven ability to lead teams, manage performance, and meet operational targets
• Strong problem-solving skills with the ability to manage escalations and drive resolution
• Experience working with contact center technologies and reporting tools
• Excellent communication, leadership, and organizational skills

Qualifications

• High School Diploma or equivalent (Bachelor’s degree preferred)
• U.S. Citizenship required
• Ability to obtain and maintain required public trust government clearance