Remote Federal Contact Center Site Manager

ITCON Services; Virginia (MN); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote flexibility

Competitive compensation

Professional development opportunities

Job summary

ITCON Services is seeking a Site Manager to oversee day-to-day operations for a large-scale federal contact center program. This remote leadership role will drive staffing readiness, service delivery, and the performance of supervisors and frontline personnel.

The ideal candidate brings hands-on contact center leadership, a track record of managing high-volume operations, and a history of achieving SLAs, quality standards, and customer service expectations.

Qualifications

• Experience overseeing high-volume contact center operations.
• Proven ability to manage and develop supervision and frontline staff.
• Strong understanding of SLAs, KPIs, and quality metrics.
• Proficient in workforce management, scheduling, and performance reporting.

Responsibilities

• Oversee day-to-day operations of a large-scale federal contact center program.
• Manage staffing, scheduling, and resource allocation.
• Monitor performance against SLAs, KPIs, and quality standards.
• Lead, coach, and support supervisors and frontline staff.
• Identify performance gaps and implement improvement initiatives.

Skills

Contact center operations

Staffing & scheduling

Leadership & coaching

Performance management

Customer service orientation

Communication skills

Analytical problem-solving

Time management

Education

Bachelor's degree in Business Administration/Management/Operations

High School Diploma or equivalent

Tools

MS Office

CRM platforms

Workforce management tools

Job description

ITCON Services is seeking a Site Manager to oversee day-to-day operations for a large-scale federal contact center program. This remote leadership role will drive staffing readiness, service delivery, and the performance of supervisors and frontline personnel.

The ideal candidate brings hands-on contact center leadership, a track record of managing high-volume operations, and a history of achieving SLAs, quality standards, and customer service expectations.