Remote Federal Contact Center Program Lead

JobDiva, Inc.; Vienna (VA); Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

100% remote work

Job summary

ITCON Services seeks an experienced Program Manager to lead a large-scale federal contact center program. This remote, high-visibility role serves as the primary client liaison and owns contract execution, performance metrics, workforce readiness, and service delivery across distributed teams.

The ideal candidate has 15+ years in federal programs, proven leadership of contact center operations, and strong collaboration with government and corporate leadership.

Qualifications

• 15+ years in program, operations, or senior management.
• Direct experience leading large-scale contact/call center operations.
• Experience with federal contracts, facility ops, staffing, and service delivery.
• Strong communication with senior government and corporate leadership.

Responsibilities

• Act as overall Program Manager for contract and client contact.
• Plan, execute and deliver contractual requirements.
• Oversee day-to-day contact center operations and readiness.
• Lead staffing, workforce strategy, and distributed teams.
• Provide executive reports and manage risks and improvements.

Skills

Federal contracts

Call center ops

Staffing/workforce planning

Budgeting/forecasting

Leadership

Stakeholder mgmt

Communication

Multi-shift ops

Education

Bachelor's degree

PMP certification

Tools

Microsoft Office

Job description

ITCON Services seeks an experienced Program Manager to lead a large-scale federal contact center program. This remote, high-visibility role serves as the primary client liaison and owns contract execution, performance metrics, workforce readiness, and service delivery across distributed teams.

The ideal candidate has 15+ years in federal programs, proven leadership of contact center operations, and strong collaboration with government and corporate leadership.