Federal Call Center Leader - Gov Contract Ops

Goodwill-SAN-Antonio; Texas; On-site; USD 90,000 - 130,000; Full time

Job summary

Goodwill San Antonio is seeking a dynamic leader to manage the Total Force Service Center Operations, including the DD Form 214 process, ensuring contract adherence and service excellence for Air Force inquiries.

The role requires extensive experience in large call center operations, strong knowledge of government systems, and the ability to coordinate cross-functional teams to optimize staff performance and service delivery.

Qualifications

• Must be a U.S. citizen and eligible to obtain a US government security clearance.
• Minimum 5 years’ experience planning and leading large call/contact center operations
• Proven proficiency in current and leading-edge contact center technology, staffing efficiencies, and real-time reporting/production metrics
• Experience with US government systems, programs and Air Force personnel practices a plus
• Bachelor’s or higher in business/management or government contracts; Master’s preferred

Responsibilities

• Determine call center operational strategies via needs assessments, performance reviews, and capacity planning.
• Develop and enhance call center technology systems and interfaces.
• Create and implement training programs for Air Force HR programs.
• Recruit and manage staff; monitor performance and enforce policies.
• Meet financial objectives by planning budgets and controlling costs.
• Maintain equipment and perform preventive maintenance and upgrades.
• Communicate with government customers and stakeholders on issues and solutions.

Skills

Call center leadership

Staffing optimization

Real-time metrics

Customer service excellence

Process improvement

Education

Bachelor’s Degree in Business/Management or gov contracts

Master’s Degree (strongly preferred)

Tools

Contact center technology

US government systems

Job description

Goodwill San Antonio is seeking a dynamic leader to manage the Total Force Service Center Operations, including the DD Form 214 process, ensuring contract adherence and service excellence for Air Force inquiries.

The role requires extensive experience in large call center operations, strong knowledge of government systems, and the ability to coordinate cross-functional teams to optimize staff performance and service delivery.