Remote Federal Contact Center Program Lead

ITCON Services; United States; À distance; USD 120 000 - 150 000; Plein temps

Avantages offerts par ce poste

100% remote flexibility

Résumé du poste

ITCON Services is seeking an experienced Project Manager to support a large-scale federal contact center program. This role provides day-to-day operational leadership to ensure work under the PWS meets SLAs, KPIs, and quality standards.

You will coordinate cross-functional teams, monitor performance, and develop contract deliverables while maintaining strong government stakeholder communication. This remote role requires 10+ years of PM/leadership experience and eligibility for U.S.

Qualifications

• Oversee programs with multiple stakeholders and priorities.
• Experience with federal government contracts or programs.
• Experience in contact center or large-scale customer service operations.
• Strong understanding of PWS execution, SLAs, KPIs, and performance management.

Responsabilités

• Support the Program Manager in planning, execution and delivery of program and contractual requirements.
• Provide day-to-day oversight of work under the PWS, ensuring compliance with contract requirements, SLAs, KPIs, quality standards, and customer service expectations.
• Coordinate contact center operations to ensure consistent service delivery, workforce readiness, and operational performance.
• Monitor program performance, analyze trends, identify risks and service gaps, and implement corrective actions and continuous improvement initiatives.
• Support staffing, resource allocation, workforce planning, and operational readiness to meet changing program demands.
• Lead and coordinate cross-functional teams, including operations, QA, training, workforce management, and IT support.
• Track project milestones, deliverables, risks, action items, and dependencies to ensure timely completion.
• Assist with development of performance reports, dashboards, briefings, and other contract deliverables.
• Participate in meetings and briefings with government stakeholders, including CO, COR, and client representatives.
• Maintain strong communication among government stakeholders, program leadership, subcontractors, and internal teams.
• Identify, escalate, and coordinate resolution of technical, operational, and customer service issues.
• Respond to technical or operational issues within one hour during required business hours.
• Support compliance with federal requirements, security requirements, company policies, procedures, and contract standards.
• Promote a culture of accountability, collaboration, continuous improvement, and high performance.

Connaissances

Project management

Federal contracts

Stakeholder management

PWS execution

KPIs

Team coordination

Communication

Quality assurance

MS Office

Excel

PowerPoint

Formation

Bachelor's degree

Outils

Microsoft Office

Description du poste

ITCON Services is seeking an experienced Project Manager to support a large-scale federal contact center program. This role provides day-to-day operational leadership to ensure work under the PWS meets SLAs, KPIs, and quality standards.

You will coordinate cross-functional teams, monitor performance, and develop contract deliverables while maintaining strong government stakeholder communication. This remote role requires 10+ years of PM/leadership experience and eligibility for U.S.