Federal Contact Center Operations Lead

ITCON Services; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

ITCON Services is seeking an experienced Site Manager to oversee a large-scale federal contact center program in Orlando. You will drive day-to-day operations, manage staffing and performance, and ensure service levels and quality expectations are met.

The role collaborates with program leadership and supervisors to deliver excellence in customer service. The ideal candidate brings hands-on leadership in high-volume centers, a track record of improving team performance, and the ability to

Qualifications

• 3+ years in contact center or call center operations management.
• Direct experience leading supervisors and frontline staff.
• Experience managing staffing, scheduling, and workforce performance.
• Experience monitoring operations against SLAs, KPIs, quality standards.
• U.S. Citizenship required and eligible for Public Trust clearance.
• Must reside within the continental United States, Alaska, Hawaii, or Puerto Rico.

Responsibilities

• Oversee day-to-day contact center operations to ensure high-quality service.
• Manage staffing, scheduling, and resource allocation to meet requirements.
• Monitor performance against SLAs, KPIs, and quality standards.
• Lead, coach, and develop supervisors and frontline staff.
• Coordinate with IT and workforce teams to minimize disruptions.
• Provide operational reports to leadership on staffing and performance.

Skills

Contact center leadership

Staffing & scheduling

Performance management

SLA monitoring

Coaching & development

MS Office (Excel, etc.)

Customer service excellence

Education

Bachelor's degree

High School Diploma

Tools

CRM platforms

Workforce management tools

Job description

ITCON Services is seeking an experienced Site Manager to oversee a large-scale federal contact center program in Orlando. You will drive day-to-day operations, manage staffing and performance, and ensure service levels and quality expectations are met.

The role collaborates with program leadership and supervisors to deliver excellence in customer service. The ideal candidate brings hands-on leadership in high-volume centers, a track record of improving team performance, and the ability to