Federal Contact Center Site Operations Lead

ITCON Services; Orlando (FL); On-site; USD 95,000 - 135,000; Full time

Job summary

ITCON Services seeks an experienced Site Manager for a federal contact center program in Orlando, FL. This hands‑on leadership role oversees day‑to‑day operations, staffing, performance management, and service quality to ensure mission success.

You will coach supervisors, coordinate with workforce, QA, and training teams, and drive continuous improvements while maintaining strict adherence to policies and contracts.

Qualifications

• Minimum 3+ years in a high‑volume contact center or call center operations lead role.
• Direct experience supervising supervisors and frontline staff in a contact center environment.
• Proven ability to manage staffing, scheduling, and workforce performance to meet SLAs and customer metrics.
• Strong leadership, coaching, and performance improvement capabilities.
• Excellent communication and problem‑solving skills; proficient with MS Office.

Responsibilities

• Oversee day‑to‑day contact center operations to ensure efficient, high‑quality service delivery.
• Manage staffing, scheduling, and workforce coverage to support operational requirements.
• Monitor performance against SLAs, KPIs, quality standards, and customer service expectations.
• Coach and support supervisors and frontline staff to achieve performance goals.
• Identify trends and opportunities for continuous improvement in service delivery.
• Provide operational reports to leadership on staffing, performance, risks, and issues.

Skills

Contact center ops

Staffing & scheduling

Performance mgmt

SLA/KPI monitoring

Leadership

Customer service

Communication

Problem solving

MS Office

Education

Bachelor's degree

High School Diploma

Tools

Workforce management software

CRM platforms

Quality assurance tools

Job description

ITCON Services seeks an experienced Site Manager for a federal contact center program in Orlando, FL. This hands‑on leadership role oversees day‑to‑day operations, staffing, performance management, and service quality to ensure mission success.

You will coach supervisors, coordinate with workforce, QA, and training teams, and drive continuous improvements while maintaining strict adherence to policies and contracts.