Remote Federal Contact Center Program Manager

ITCON Services; Vienna (VA); Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

100% remote flexibility

Job summary

ITCON Services is seeking an experienced Program Manager to lead a large-scale federal contact center program in a remote capacity. You will serve as the primary client contact, ensure contract execution, and drive performance across distributed teams and subcontractors.

The ideal candidate has extensive federal program leadership experience, deep knowledge of SLAs/KPIs, and the ability to manage facilities, staffing, and budgets while delivering superior service.

Qualifications

• 15+ years of progressive program, operations, or senior management experience.
• Direct experience leading and managing large-scale contact/call center operations is required.
• Experience managing complex federal contracts or programs.

Responsibilities

• Serve as the overall Program Manager for the contract and primary point of contact for the federal client.
• Lead the planning, execution, and successful delivery of all contractual requirements and program objectives.
• Oversee day-to-day contact center operations, ensuring consistent, high-quality service delivery and operational readiness.
• Provide oversight of contact center facility operations, ensuring facilities, personnel, processes, and resources are prepared to support program requirements.
• Lead staffing and workforce strategy, including resource allocation, workforce readiness, performance management, and coordination across multiple teams and shifts.
• Monitor operational performance against SLAs, KPIs, quality standards, and customer service requirements.
• Develop and deliver executive-level reports, performance updates, and recommendations to client and company leadership.

Skills

Program management

Federal contracts

Leadership

Communication

Budgeting

Education

Bachelor's degree

PMP certification

Tools

MS Office

Job description

ITCON Services is seeking an experienced Program Manager to lead a large-scale federal contact center program in a remote capacity. You will serve as the primary client contact, ensure contract execution, and drive performance across distributed teams and subcontractors.

The ideal candidate has extensive federal program leadership experience, deep knowledge of SLAs/KPIs, and the ability to manage facilities, staffing, and budgets while delivering superior service.