Federal Contact Center Program Lead

Systems Integration, Inc. (SII); Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading provider of IT solutions is seeking a Federal Program Manager to oversee a large government contact center program. The role requires managing the full execution of project requirements while ensuring high-quality service delivery. Responsibilities include communication with government officials, performance monitoring, and operational coordination among approximately 200 staff. Candidates should have substantial experience in managing contact centers, project management, and possess strong communication skills.

Qualifications

• Experience managing a contact center operation of approximately 200 staff or larger.
• Proven leadership experience in program or project management within a government contract or regulated environment.
• Strong understanding of contact center operations and customer service best practices.

Responsibilities

• Manage and implement all project requirements in alignment with contract expectations.
• Monitor and analyze performance data, reporting results to government leadership.
• Serve as the primary point of contact for government program officials.

Skills

Contact center management

Project management

Communication skills

Stakeholder management

Problem-solving skills

Education

Bachelor's degree in Business Administration or related field

PMP certification

Job description

A leading provider of IT solutions is seeking a Federal Program Manager to oversee a large government contact center program. The role requires managing the full execution of project requirements while ensuring high-quality service delivery. Responsibilities include communication with government officials, performance monitoring, and operational coordination among approximately 200 staff. Candidates should have substantial experience in managing contact centers, project management, and possess strong communication skills.