Remote Federal Contact Center Program Manager

JobDiva, Inc.; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

100% remote flexibility

Job summary

ITCON Services seeks an experienced Project Manager to lead a large-scale federal contact center program in a remote setting. You will support planning, execution, and delivery under the Performance Work Statement, ensuring SLAs and KPIs are met while coordinating cross-functional teams and government stakeholders.

The role requires 10+ years in project/program/operations leadership, federal contracting experience, and strong communication, reporting, and problem-solving skills.

Qualifications

• Proven experience managing complex programs with multiple stakeholders.
• Experience with federal government contracts or programs.
• Experience in contact center operations or large customer service environments.
• Strong ability to manage SLAs, KPIs, and performance reporting.

Responsibilities

• Support planning, execution, and delivery of program requirements.
• Provide day-to-day oversight under the PWS with compliance to SLAs and KPIs.
• Coordinate contact center operations for service delivery and workforce readiness.
• Monitor performance, identify risks, and implement corrective actions.
• Support staffing, resource allocation, and workforce planning.
• Lead cross-functional teams including operations, QA, training, WFM, and IT.
• Track milestones, risks, and dependencies to ensure timely completion.
• Develop performance reports and contract deliverables.
• Participate in government briefings with CO, COR, and client reps.
• Maintain communication among stakeholders and subcontractors.
• Identify and coordinate resolution of issues.
• Respond to issues within one hour during business hours.
• Ensure compliance with federal security requirements and policies.
• Promote accountability and continuous improvement.

Skills

Complex project mgmt

Federal contracts

Stakeholder management

Communication skills

Leadership

Problem solving

Analytical thinking

Education

Bachelor's degree in Business Administration/Management/IT

PMP certification

Tools

Microsoft Office Suite

Workforce management tools

Performance reporting platforms

Contact center technologies

Job description

ITCON Services seeks an experienced Project Manager to lead a large-scale federal contact center program in a remote setting. You will support planning, execution, and delivery under the Performance Work Statement, ensuring SLAs and KPIs are met while coordinating cross-functional teams and government stakeholders.

The role requires 10+ years in project/program/operations leadership, federal contracting experience, and strong communication, reporting, and problem-solving skills.