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

• Handle high-volume inbound customer interactions while delivering exceptional customer service. • Take ownership of customer interactions from start to finish whenever possible. • Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution. • Research issues thoroughly before determining if escalation is necessary. • Maintain effective call control while demonstrating empathy, professionalism, and active listening. • Ask probing questions to identify root causes and determine appropriate solutions. • Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers. • Accurately summarize every customer interaction within the CRM or ticketing system. • Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution. • Maintain concise, thorough, and accurate notes detailing what transpired during each interaction. • Attach supporting documentation to customer cases when appropriate. • Follow all client, state, and company policies while maintaining quality and compliance standards. • Monitor email and Microsoft Teams communications throughout the workday without reminders. • Adapt quickly to changing client processes and operational needs. • Meet productivity, quality, attendance, and schedule adherence expectations. • Support phone and chat channels as business needs require.