Top 1662 Crm manager Jobs in Rockville, Md

Remote Operations Manager Federal Contact Center
ITCON Services —Vienna, VA
- Remote
- 3 years
- Bachelor's degree
- Business Administration
Quick Apply
Remote Content Research Manager ( Call Center)
TechOp Solutions International —Arlington, VA
- Full-time
- Remote
- 6 years
- Research
- Bachelor's degree
Quick Apply
Client Manager
Air Sea Packing Group —Landover, MD
- $50 - $55 an hour
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Mid-level
Quick Apply
Development and Database Operations Manager
CaringMatters —Gaithersburg, MD
- $60,000 - $70,000 a year
- Email
- Hybrid work
- Background check
- Mid-level
- Office
- Disability insurance
- Health insurance
Director of Operations
Dynamic Drain Technologies —Alexandria, VA
- $150,000 - $250,000 a year
- Full-time
- Bilingual
- Spanish
- English
- Health insurance
- Paid time off
Quick Apply
Outside Sales Representative-Construction Staffing
Hardhat Workforce Solutions —Herndon, VA
- Full-time
- Construction site
- Mid-level
- Business development
- Mileage reimbursement
- Paid holidays
Quick Apply
SENIOR DIRECTOR OF CORPORATE AND FOUNDATION RELATIONS
The Salvation Army National Headquarters —Alexandria, VA
- Full-time
- 7 years
- Microsoft Excel
- Customer service
- Free parking
- Health insurance
Quick Apply
Program Assistant, Policy & Advocacy
The International Fund for Animal Welfare —Washington, DC
- $24.70 - $29.80 an hour
- Full-time
- Hybrid work
- Bachelor of Science
- Writing skills
- Office
- Paid parental leave
- Health insurance
Senior Business & Proposal Development Manager
Aneon Federal Solutions —Fairfax, VA
- $100,000 - $140,000 a year
- Full-time
- Hybrid work
- PMP
- Marketing
- Analysis skills
- Health insurance
- Dental insurance
Quick Apply
Outside Sales
Coral Energy —Frederick, MD
- $825 - $2,000 a week
- Full-time
- Background check
- Driver's License
- In-person
- Health insurance
- Paid time off
Quick Apply
Production Manager
C & V PAINTING SERVICES LLC —Gaithersburg, MD
- $55,000 - $65,000 a year
- Full-time
- Spanish
- Construction site
- English
- Professional development assistance
- Opportunities for advancement
Quick Apply
Capture Manager
Myles Consulting Group LLC —Washington, DC
- $70,000 - $100,000 a year
- Full-time
- Mid-level
- US work authorization
- Contracts
- Health insurance
- Dental insurance
Quick Apply
8h
Project Manager
UgenticAI, Inc —Rockville, MD
- $90,000 - $100,000 a year
- Full-time
- Google Workspace
- English
- Research
- Health insurance
- Dental insurance
Quick Apply
Development Manager
Constellation Theatre Company —Washington, DC
- From $55,000 a year
- Full-time
- CRM software
- Computer literacy
- Salesforce
- Health insurance
- Dental insurance
Quick Apply
Windows Engineering Manager
Fannie Mae —Reston, VA
- $155,000 - $209,000 a year
- Full-time
- Computer science
- Azure
- Computer Science
Rigging Operations Manager
MEI Rigging & Crating LLC —Chantilly, VA
- Full-time
- Clean driving record
- High school diploma or GED
- Driver's License
- Relocation assistance
- Health insurance
Quick Apply
10d
Regional Sales Manager
Jetwave Wireless —Lorton, VA
- $80,000 - $115,000 a year
- Full-time
- Hybrid work
- CRM software
- Sales
- Customer service
- Health insurance
- Paid time off
Quick Apply
Janitorial Account Manager
Clean Advantage Corp —Alexandria, VA
- $55,000 - $60,000 a year
- Full-time
- Mid-level
- Office
- Business development
- 401(k)
- Paid time off
Quick Apply
Assistant Property Manager (dm5402ta)
Dreyfuss Management —Alexandria, VA
- $24 - $26 an hour
- Full-time
- Background check
- Spanish
- Microsoft Excel
- Health insurance
- Dental insurance
Quick Apply
Outside Sales Executive
Aspire Audio Video Solutions, LLC —Sterling, VA
- $125,000 - $235,000 a year
- Full-time
- Mid-level
- Residential
- Business development
- Paid holidays
- 401(k)
13d

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Remote Operations Manager Federal Contact Center

ITCON Services -
Vienna, VA

Quick Apply

Job Details

Qualifications

Performance monitoring
Staff supervision
Team supervision
Managing teams in a customer support role
Staff scheduling
Customer satisfaction tracking
Team scheduling
Metrics Reporting
Incident Escalation
Frontline customer support management
IVR
Bachelor's degree
Resource scheduling coordination
Telephone systems
CRM system proficiency
Business operations
Call center management
Staffing management

Full Job Description

ITCON Services is seeking an experienced Operations Manager to oversee the day-to-day operations of a large-scale contact center supporting a Federal client. This is a hands-on leadership role responsible for ensuring efficient operations, strong team performance, and an exceptional customer experience across multiple service channels.

We're looking for a hands-on operations leader who understands what it takes to keep a complex contact center running effectively. The successful candidate will be comfortable balancing people leadership, real-time operational demands, performance metrics, technology, and customer experience while continuously looking for opportunities to improve service delivery.

The ideal candidate brings significant contact center operations experience, a strong understanding of workforce and performance management, and a proven ability to lead supervisors and customer service teams in a fast-paced, metrics-driven environment.

Key Responsibilities

Lead daily contact center operations across multiple service channels, including phone, email, chat, and IVR.
Drive operational performance by monitoring and achieving established SLAs and KPIs, including service levels, abandonment rates, customer satisfaction, and First Contact Resolution (FCR).
Lead and develop teams of supervisors and Customer Service Representatives (CSRs), providing coaching, performance feedback, and accountability.
Manage escalations involving customer concerns, operational challenges, service disruptions, and other issues requiring leadership intervention.
Partner with Quality Assurance and Training teams to identify performance trends, close skill gaps, and continuously improve service delivery.
Coordinate workforce management activities, ensuring staffing levels, schedules, and resources are aligned with contact volume and operational demand.
Oversee effective use of contact center technology, including CRM, telephony, IVR, workforce management platforms, and related operational tools.
Monitor and report operational performance, providing leadership with timely updates on metrics, trends, risks, and service issues.
Support continuous improvement initiatives that enhance operational efficiency, employee performance, and the customer experience.
Ensure compliance with applicable federal requirements, security protocols, operational procedures, and business continuity plans.

Qualifications

Education

Bachelor’s degree in Business, Management, or a related field is required.

Required Experience

7+ years of experience in contact center operations.
3–5 years of experience in a contact center supervisory or management role.
Demonstrated experience managing multi-channel contact center operations.
Experience supporting or managing teams of 50+ personnel.
Experience working with workforce management tools and staffing/scheduling processes.
Working knowledge of CRM, telephony, IVR, and contact center technologies.
Strong understanding of contact center performance metrics, including SLAs, KPIs, service levels, abandonment, customer satisfaction, and FCR.
Strong leadership, communication, problem-solving, and escalation-management skills.
Experience supporting a Federal Government or other highly regulated environment is preferred.

Preferred Certifications

Lean Six Sigma
ITIL
Contact Center Management certification

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.

Quick Apply

Refine Your Search

crm manager jobs in rockville, md

Remote Operations Manager Federal Contact Center

Remote Content Research Manager ( Call Center)

Client Manager

Development and Database Operations Manager

Director of Operations

Outside Sales Representative-Construction Staffing

SENIOR DIRECTOR OF CORPORATE AND FOUNDATION RELATIONS

Program Assistant, Policy & Advocacy

Senior Business & Proposal Development Manager

Outside Sales

Production Manager

Capture Manager

Project Manager

Development Manager

Windows Engineering Manager

Rigging Operations Manager

Regional Sales Manager

Janitorial Account Manager

Assistant Property Manager (dm5402ta)

Outside Sales Executive

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