Contact Center Manager

ITCON Services; Virginia (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

A federal government contractor is seeking a seasoned Contact Center Project Manager to lead and optimize large-scale contact center projects. The role involves managing operations, ensuring compliance with federal regulations, and enhancing customer satisfaction across multiple channels. Ideal candidates will have over 10 years of experience in contact center operations, including leadership roles, and must demonstrate strong skills in communication and data-driven decisions. This position requires a hands-on manager ready to engage with stakeholders effectively.

Qualifications

• Minimum of 10 years in contact center operations with at least 5 years in a leadership or senior management role.
• Proven track record managing contact centers supporting federal government clients.

Responsibilities

• Manage day-to-day operations of multi-site or virtual contact center teams.
• Ensure all service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are met.
• Serve as the primary point of contact for client agencies.

Skills

Leadership

Communication

Data Analysis

Customer Satisfaction

Education

Bachelor’s degree in business administration, Communications, Public Administration, or a related field

Tools

NICE CXone

Five9

Avaya

Salesforce

Job description

ITCON Services is seeking to hire a seasoned Contact Center Project Manager with over 10 years of experience to lead and optimize large-scale contact center projects within the federal government sector. In this role, you will drive the planning, execution, and successful delivery of contact center operations, ensuring compliance with federal regulations, enhancing customer satisfaction, and optimizing efficiency across multiple channels. This position requires a hands‑on project manager who can effectively communicate with stakeholders, manage cross‑functional teams, and leverage data to make informed decisions.

Contact Center Manager’s Key Responsibilities

• Operational Leadership
  • Manage day‑to‑day operations of multi‑site or virtual contact center teams supporting federal agency customers.
  • Ensure all service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.
  • Monitor call volumes, agent performance, and customer satisfaction; identify and resolve bottlenecks in real‑time.
  • Support agents on nights and weekends during emergency declarations.
• Team Management and Development
  • Directly supervise contact center supervisors and support staff; oversee recruiting, onboarding, training, and performance management.
  • Foster a culture of accountability, continuous improvement, and employee engagement.
  • Develop and implement coaching and mentoring programs to improve team performance and morale.
• Customer and Stakeholder Engagement
  • Serve as the primary point of contact for client agencies, ensuring transparency, responsiveness, and alignment with mission objectives.
  • Lead regular performance review meetings with federal stakeholders and internal leadership.
  • Respond to escalated customer issues and ensure timely resolution with root cause analysis.
• Strategic Planning and Innovation
  • Analyze trends and make data‑driven recommendations to improve contact center performance and customer experience.
  • Implement new tools, technologies, or workflows to modernize operations and improve efficiency.
  • Contribute to proposal development, transition planning, and the launch of new programs as needed.
• Compliance and Reporting
  • Ensure full compliance with federal guidelines (e.g., FISMA, HIPAA, 508), data privacy policies, and internal standard operating procedures.
  • Produce detailed reports on workforce performance, call quality, and operational trends for internal and external stakeholders.
  • Support audits and quality reviews by preparing documentation and leading briefings.

Required Skills and Qualifications

• Experience
  • Minimum of 10 years in contact center operations with at least 5 years in a leadership or senior management role.
  • Proven track record managing contact centers supporting federal government clients or operating under federal contracts.
• Leadership & Communication
  • Strong leadership, team building, and personnel management skills.
  • Exceptional written and verbal communication abilities, especially in communicating with executive‑level clients and government stakeholders.
• Technical & Analytical Skills
  • Proficiency with workforce management (WFM), quality assurance (QA), CRM systems, and telephony platforms (e.g., NICE CXone, Five9, Avaya, Salesforce).
  • Experience using data analytics and KPIs to drive decisions and continuous improvements.
• Education
  • Bachelor’s degree in business administration, Communications, Public Administration, or a related field.

Desired Skills and Qualifications

• Certifications
  • Contact center certifications such as Certified Contact Center Manager (CCCM), Six Sigma, or ITIL.
  • PMP or equivalent project management certification is a plus.
• Federal Environment
  • Understanding of federal acquisition regulations (FAR), contract vehicles, and government agency operating environments.
  • Experience managing contact centers subject to federal quality standards, performance incentives, and compliance mandates.
• Technology Expertise
  • Familiarity with omnichannel platforms (voice, email, chat, social), knowledge management tools, and AI/chatbot integrations.
  • Experience with cybersecurity and data protection measures in a federal IT environment.