TechOp Solutions International

Role Description TechOp Solutions International is looking for a Lead Customer Service Representative to provide day-to-day leadership and oversight of a team supporting federal financial operations and payroll customer service functions. The Lead CSR will ensure quality, productivity, and compliance with contractual requirements while serving as the first point of contact for operational issues and staff guidance. This individual will work closely with program management to maintain high levels of customer satisfaction and operational performance. - Provide daily leadership, guidance, and oversight to Customer Service Representatives. - Monitor workload distribution and ensure timely completion of customer inquiries. - Perform quality assurance reviews and provide coaching and feedback to team members. - Ensure compliance with established policies, procedures, and performance standards. - Assist with onboarding, training, and mentoring new employees. - Track team performance metrics and support continuous process improvement initiatives. - Perform limited CSR call and email handling. - Support management with reporting, scheduling, and operational coordination as required. - Perform additional duties as assigned. - Escalate complex customer issues and operational concerns to program management. Qualifications - High school diploma or equivalent required; Associates preferred. - Minimum of three (3) years of experience in customer service or help desk operations. - 4 years of overall experience (for Associates) or 6 years (for HS). - At least one (1) year of supervisory, lead, or team coordination experience. - Familiarity with customer service systems, operational processes, and compliance requirements. - Strong leadership, communication, and organizational skills. - Ability to coach team members while maintaining a collaborative and customer-focused environment. - Proficiency with Microsoft Office Suite. - Must meet security eligibility requirements. Company Description TechOp Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

• Assist with administering benefits programs including health, dental, vision, life insurance, FSA, disability, retirement plans, wellness initiatives, and leave policies. • Assist with onboarding and associate lifecycle processes. • Monitor compliance with ACA, COBRA, HIPAA, ERISA, and other federal and state regulations. • Assist with the administration of leave-of-absence requests for personal, medical, disability, and FMLA. • Support annual mandatory benefits and compensation filings. • Support and resolve benefit related questions from managers and associates. • Assist with coordinating projects such as open enrollment, state and federal reporting, and 401k audits. • Assist with compliance processes and audits, including Forms W2 and 1095. • Assist with creating and maintaining benefits policies and procedures. • Assist with preparing and distributing benefits reports and statements. • Assist with the review and reconciliation of monthly benefit statements, identifying and resolving any discrepancies. • Miscellaneous duties and projects assigned to support the benefits function. • Support semi-monthly and off-cycle payroll processing, data validation, and payroll submission under the guidance of the Payroll Manager/Finance team. • Assist with maintaining and updating payroll records including salaries, bonuses, deductions, garnishments, and paid leave. • Maintain accurate payroll records and documentation to support compliance, audits, and internal controls. • Assist with resolving payroll discrepancies. • Generate payroll reports and support audits and internal reviews. • Collaborate with HR to ensure alignment on payroll-related matters. • Support payroll projects and perform other related duties as needed. • Other duties, as assigned

Role Description TechOp Solutions International is seeking an experienced Benefits and Payroll Administrator to join our team. This role will serve as a key member providing comprehensive payroll and benefits support. Recruiter Note: This is a remote position; however, candidates must reside in the DMV area (District of Columbia, Maryland, or Virginia). Duties - Benefit Administration - Assist with administering benefits programs including health, dental, vision, life insurance, FSA, disability, retirement plans, wellness initiatives, and leave policies. - Assist with onboarding and associate lifecycle processes. - Monitor compliance with ACA, COBRA, HIPAA, ERISA, and other federal and state regulations. - Assist with the administration of leave-of-absence requests for personal, medical, disability, and FMLA. - Support annual mandatory benefits and compensation filings. - Support and resolve benefit related questions from managers and associates. - Assist with coordinating projects such as open enrollment, state and federal reporting, and 401k audits. - Assist with compliance processes and audits, including Forms W2 and 1095. - Assist with creating and maintaining benefits policies and procedures. - Assist with preparing and distributing benefits reports and statements. - Assist with the review and reconciliation of monthly benefit statements, identifying and resolving any discrepancies. - Miscellaneous duties and projects assigned to support the benefits function. - Payroll - Support semi-monthly and off-cycle payroll processing, data validation, and payroll submission under the guidance of the Payroll Manager/Finance team. - Assist with maintaining and updating payroll records including salaries, bonuses, deductions, garnishments, and paid leave. - Maintain accurate payroll records and documentation to support compliance, audits, and internal controls. - Assist with resolving payroll discrepancies. - Generate payroll reports and support audits and internal reviews. - Collaborate with HR to ensure alignment on payroll-related matters. - Support payroll projects and perform other related duties as needed. - Other duties, as assigned. Qualifications - Bachelor’s degree in accounting, finance, human resources, business administration, or a related field, or equivalent combination of education and relevant experience. - 3+ years of experience in supporting payroll processing in a multi-state environment. - Experience with ADP Workforce Now preferred. - Experience with SCA is a plus. - Familiarity with payroll tax regulations, wage and hour laws, and compliance requirements at the federal, state, and local levels. - Experience responding to employee payroll inquiries and resolving discrepancies. - Strong knowledge of benefits regulations and best practices. - Ability to work under pressure in a fast-moving environment. - Excellent communication and interpersonal abilities. - Strong analytical and problem-solving skills. - Proficiency in Microsoft Office and HRIS platforms. - Commitment to upholding company values. Requirements - The pay range for this role reflects a variety of factors that are considered when making compensation decisions, including but not limited to: job location, relevant skills and experience, education and certifications, contract-specific requirements, and organizational needs. - Final compensation will be determined based on the facts and circumstances of each individual case, and it is not typical for hires to be made at or near the top of the range. - A reasonable estimate of the current range for this position is $50,000 – $70,000 annually.

• Lead the daily operations of the Training and Quality Assurance team. • Develop, implement, and maintain training programs for new hires and existing staff. • Design and update training materials, job aids, and instructional resources. • Conduct instructor-led, virtual, and self-paced training programs. • Establish quality standards and performance evaluation methodologies. • Monitor customer interactions across multiple communication channels to ensure compliance and service quality. • Conduct calibration sessions with operational leadership and quality teams. • Analyze quality trends and identify opportunities for coaching and performance improvement. • Prepare quality assurance reports, dashboards, and performance analyses. • Develop corrective action plans and continuous improvement initiatives. • Coordinate with operational leadership to identify training needs and performance gaps.

Role Description TechOp Solutions International is seeking an experienced Remote Senior Software Developer Manager to lead the design, development, implementation, and ongoing support of enterprise call center applications and technology solutions. This position is responsible for managing the full systems development lifecycle (SDLC), overseeing software development activities, and ensuring technology solutions align with business requirements and operational objectives. - Lead the daily operations of the Training and Quality Assurance team. - Develop, implement, and maintain training programs for new hires and existing staff. - Design and update training materials, job aids, and instructional resources. - Conduct instructor-led, virtual, and self-paced training programs. - Establish quality standards and performance evaluation methodologies. - Monitor customer interactions across multiple communication channels to ensure compliance and service quality. - Conduct calibration sessions with operational leadership and quality teams. - Analyze quality trends and identify opportunities for coaching and performance improvement. - Prepare quality assurance reports, dashboards, and performance analyses. - Develop corrective action plans and continuous improvement initiatives. - Coordinate with operational leadership to identify training needs and performance gaps. - Perform additional duties as assigned. Qualifications - Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related technical discipline (Preferred). - Minimum eight (8) years of experience in enterprise software development, systems analysis, or application development. - Current Salesforce Developer Certification. - Current Salesforce Agentforce Certification. - Demonstrated experience designing and developing Salesforce-based applications and integrations. - Excellent analytical, troubleshooting, communication, and leadership skills. - Must meet security eligibility requirements. Company Description TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.

TechOp Solutions International is experienced Remote Content Research Manager to support a high-volume, remote call center. The Content Research Manager leads the development, maintenance, and continuous improvement of customer support content, knowledge management resources, and content governance processes. This position oversees a team of content analysts while ensuring customer-facing information remains accurate, current, and easily accessible. **Duties:** · Lead the research, development, organization, and maintenance of knowledge base content. · Supervise Content Research Analysts and assign daily work activities. · Review customer escalations and coordinate research efforts to resolve complex inquiries · Evaluate system enhancements and provide feedback on CRM, knowledge management, and customer service technologies. · Analyze customer trends and recommend improvements to content, workflows, and business processes. · Collaborate with subject matter experts to validate and improve customer-facing information. · Perform additional duties as assigned

• Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved. • Provide leadership, direction, and oversight to supervisors and operational support staff. • Ensure compliance with organizational policies, procedures, service standards, and contractual requirements. • Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness. • Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution. • Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements. • Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives. • Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness. • Perform additional duties as assigned

• Develop workforce forecasts and staffing plans to support operational requirements. • Manage employee scheduling and workforce optimization activities. • Produce daily, weekly, monthly, quarterly, and annual operational reports. • Develop executive dashboards, performance metrics, and ad hoc reporting. • Analyze workforce trends, operational data, and key performance indicators. • Collect, document, and evaluate business and technical requirements. • Configure and maintain workforce management and reporting systems. • Recommend process improvements through data analysis and operational insights • Perform additional duties as assigned

• Provide overall leadership and management of the contract and all program operations. • Supervise and provide direction to all Key Personnel and functional managers. • Plan, organize, coordinate, and oversee all program activities to ensure successful contract execution. • Serve as the primary liaison between the client, subcontractors, and internal leadership. • Manage staffing, financial resources, budgets, and operational priorities. • Monitor contract performance, analyze operational metrics, and prepare executive reports. • Oversee project schedules, deliverables, risk management, and issue resolution. • Lead program communications and provide regular status updates to stakeholders.. • Oversee change management initiatives, including operational and technology-related enhancements. • Direct the development and maintenance of Standard Operating Procedures (SOPs), work instructions, and operational documentation. • Research emerging technologies and recommend process improvements that enhance customer experience, operational efficiency, and service delivery. • Promote continuous improvement, quality service, and operational excellence. • Perform additional duties as assigned

Role Description TechOp Solutions International is seeking an experienced Remote Operations Manager to lead the day-to-day operations of a high-volume, remote call center. The Operations Manager is responsible for overseeing the day-to-day operations of a high-volume, 24x7x365 call center, ensuring exceptional service delivery, operational efficiency, and compliance with contractual and organizational requirements. This position provides leadership and direction for operational staff while managing customer service performance, workforce activities, operational processes, and technology support. The Operations Manager serves as the primary operational liaison between program leadership, stakeholders, and support teams to ensure seamless service delivery and continuous operational improvement. - Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved. - Provide leadership, direction, and oversight to supervisors and operational support staff. - Ensure compliance with organizational policies, procedures, service standards, and contractual requirements. - Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness. - Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution. - Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements. - Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives. - Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness. - Perform additional duties as assigned. Qualifications - Bachelor's degree from an accredited institution. - Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment. - Demonstrated experience leading high-performing teams in a fast-paced, customer-focused environment. - Experience managing operational performance metrics, workforce planning, service delivery, and process improvement initiatives. - Must meet security eligibility requirements. Company Description TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.