Call Center Manager/Customer Service Manager

22nd Century Technologies, Inc.
Pay Rate: $50k annually W2
United States, Virginia, McLean
8251 Greensboro Drive (Show on map)
Sep 26, 2025
Job Title: Call Center Manager/Customer Service Manager Location: McLean, VA 22102 Duration: FTE Permanent Shift Timing (Day/ Evening/ Night): Day Pay Rate: $50k annually with benefits (negotiable) Job Summary: We are seeking an experienced Call Center Manager/Customer Service Manager with a strong background in data entry operations to lead a high-performing customer service team under a federal contract with the IRS. The ideal candidate will oversee the day-to-day operations of a government call center environment, ensuring compliance with federal standards, optimizing workflows, and delivering exceptional taxpayer support. Role & Responsibilities: Manage daily operations of a high-volume call center supporting IRS programs. Supervise data entry processes to ensure accuracy, confidentiality, and timely processing of sensitive taxpayer information. Lead and mentor a team of Customer Service Representatives, Supervisors, and support staff. Monitor KPIs, call metrics, and service levels to ensure adherence to IRS performance standards. Develop, implement, and refine procedures for continuous improvement of customer service delivery and data integrity. Collaborate with government stakeholders, including IRS contract officers and program managers. Ensure compliance with all federal regulations, including FISMA, IRS publication guidelines, and data privacy laws. Handle escalations and resolve complex taxpayer issues in a professional and timely manner. Prepare operational reports and contribute to audits, quality assurance reviews, and contract performance evaluations. Required Qualifications: Proven experience (3-5+ years) in call center management or customer service leadership, preferably in a federal or government environment. Strong knowledge of data entry workflows and managing secure data operations. Experience working with or supporting IRS, federal agencies, or related government programs is highly preferred. Strong leadership, communication, and team-building skills. Preferred Skills: Previous experience working with federal contract staff or managing a contract-based workforce. Knowledge of IRS systems, tax processing, or government financial workflows. Bilingual candidates (especially English/Spanish) are encouraged to apply.