Remote Federal Contact Center Lead - Modernization

ICF; Reston (VA); On-site; USD 174,701 - 296,992; Full time

Job summary

ICF is seeking an experienced Operations Lead to oversee day-to-day operations for a large federal contact center while leading the operational transformation required to modernize and consolidate multiple customer support organizations into a unified enterprise customer engagement capability. Remote work within the United States is authorized.

Must support US Eastern time zone working hours. The role requires 8+ years of leadership in enterprise contact center operations and a Bachelor's

Qualifications

• Ability to obtain and maintain a Public Trust determination.
• Must reside in the United States, and work must be performed within the United States.
• Bachelor's degree from an accredited institution or equivalent combination of education and experience.
• 8+ years of experience leading enterprise contact center or customer engagement operations, including responsibility for operational performance, workforce leadership, and service delivery.
• 5+ years of experience leading managers or supervisors responsible for customer support operations

Responsibilities

• Lead day-to-day operations for a large federal contact center supporting Tier 1 and Tier 2 customer support services while driving operational transformation and modernization initiatives.
• Provide leadership and supervision for managers responsible for customer support operations, workforce management, quality assurance, training, and knowledge management.
• Ensure operational performance meets contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, customer experience objectives, and other performance metrics.
• Drive operational consistency, process standardization, and consolidation of customer support functions into a unified enterprise operating model.
• Lead operational readiness activities supporting modernization initiatives, technology deployments, service transitions, and organizational change.
• Monitor operational performance, identify risks, and implement corrective actions to improve operational efficiency and customer outcomes.
• Build collaborative relationships with Government stakeholders, program leadership, operational teams, and service delivery partners to ensure successful program execution.
• Prepare operational dashboards, reports, and leadership briefings that communicate operational performance, trends, and recommendations.

Skills

Leadership

Stakeholder management

Operations management

Communication

Education

Bachelor's degree or equivalent

Tools

CRM

ITSM

PMP

Job description

ICF is seeking an experienced Operations Lead to oversee day-to-day operations for a large federal contact center while leading the operational transformation required to modernize and consolidate multiple customer support organizations into a unified enterprise customer engagement capability. Remote work within the United States is authorized.

Must support US Eastern time zone working hours. The role requires 8+ years of leadership in enterprise contact center operations and a Bachelor's