Remote Senior Federal Contact Center Programs Manager

Maximus; Salt Lake City (UT); A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Maximus is seeking a Sr. Manager to provide overall leadership and management for assigned federal contact center programs in a fully remote role. The position ensures contractual requirements, KPIs, schedules, staffing, finances, quality, and deliverables while maintaining strong relationships with Government stakeholders.

The role leads cross-functional teams, manages risks, and supports complex, high-value initiatives. The Sr.

Formación

• Bachelor's degree in relevant field of study and 7+ years of relevant professional experience.
• U.S. Citizenship and ability to pass a security clearance.
• Experience managing Federal Government contracts or programs.
• Experience managing large scale omnichannel contact center operations.
• PMP, PgMP, ITIL, or comparable program/project management certification preferred.

Responsabilidades

• Deliver multiple small and large projects with high values and high risk.
• Develop innovative methodologies, techniques, and criteria for projects.
• Facilitate the tracking and resolution of issues impacting projects.
• Provide leadership for the project team to ensure that the project is delivered to specifications, on time and within budget.
• Have hiring, firing, promotion and reward authority within own area, in accordance with manager review and approval.
• Serve as the primary management focal point for assigned call orders, overseeing Contractor personnel, technical assistance, work requirements, operational priorities, and programmatic issues.
• Lead the planning, implementation, operation, and continuous improvement of complex, multilingual, omnichannel contact center programs supporting phone, email, chat, and other evolving customer engagement channels
• Ensure contract requirements, deliverables, KPIs, service levels, schedules, quality standards, and customer commitments are achieved
• Provide leadership and direction to cross-functional program teams, including operations, workforce management, quality assurance, training, content, technology, security, reporting, and other support functions
• Develop and maintain program management plans, schedules, governance structures, escalation procedures, risk management approaches, roles and responsibilities, and critical dependencies

Conocimientos

Leadership

Program management

Budget management

Stakeholder management

Cross-functional teams

Educación

Bachelor's degree in relevant field

Descripción del empleo

Maximus is seeking a Sr. Manager to provide overall leadership and management for assigned federal contact center programs in a fully remote role. The position ensures contractual requirements, KPIs, schedules, staffing, finances, quality, and deliverables while maintaining strong relationships with Government stakeholders.

The role leads cross-functional teams, manages risks, and supports complex, high-value initiatives. The Sr.