Scheduling & Contact Center Director

CGI Njoyn; Fairfax (VA); Hybrid; USD 80,000 - 194,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive insurance options

401(k) plan matching

Paid time off

Paid parental leave

Learning opportunities

Wellness programs

Job summary

CGI is seeking a Scheduling & Contact Center Director to lead multi‑channel operations in Fairfax, VA with hybrid options in LA. You will oversee claimant scheduling, reminders, and documentation to ensure timeliness and adherence to SLAs.

Ideal candidates have a Bachelor's degree and 7–9 years in healthcare scheduling or call center operations, with experience meeting SLA targets and familiarity with exam-based workflows.

Qualifications

• Bachelor's degree required.
• 7–9 years in healthcare scheduling or call center operations.
• Experience meeting SLA based performance targets.
• Familiarity with exam based workflows or clinical scheduling systems.

Responsibilities

• Supervise multi‑channel contact center operations across phone, SMS, email, and portal communications.
• Oversee claimant scheduling workflows for Regions1–4, Pre‑Discharge, International, and special scheduling modes.
• Implement accessibility matching, examiner‑preference rules, and DELIVER Act requirements.
• Ensure timely claimant notices, reminders, follow‑ups, proof‑of‑delivery, and accurate documentation of all contact attempts.
• Track scheduling metrics, including timeliness, abandonment rates, callback compliance, no‑shows, cancellations, and SLA alignment.
• Manage call recordings, QA scoring, issue resolution, and escalations.
• Lead workforce planning, surge management, and operational continuity during system transitions to VA enterprise platforms.

Skills

Healthcare scheduling

Call center operations

SLA targets

Exam scheduling systems

Education

Bachelor's degree

Job description

Job order - J0926-0673 - Permanent Full Time

Title Scheduling & Contact Center Director

Category Business Analysis (functional and technical)

City Fairfax, Virginia, United States

Job Description

Position Description

The Scheduling Director ensures every veteran receives timely, accurate, and accessible exam appointments. They lead the contact center that manages claimant outreach, accessibility preferences, reminders, and escalations. Their oversight directly drives timeliness and reduces no shows.
This position is located in our Fairfax, VA or Lafayette, LA office; however, a hybrid working model is acceptable.

Your future duties and responsibilities

• Supervise multi‑channel contact center operations across phone, SMS, email, and portal communications
• Oversee claimant scheduling workflows for Regions1–4, Pre‑Discharge, International, and special scheduling modes
• Implement accessibility matching, examiner‑preference rules, and DELIVER Act requirements
• Ensure timely claimant notices, reminders, follow‑ups, proof‑of‑delivery, and accurate documentation of all contact attempts
• Track scheduling metrics, including timeliness, abandonment rates, callback compliance, no‑shows, cancellations, and SLA alignment
• Manage call recordings, QA scoring, issue resolution, and escalations
• Lead workforce planning, surge management, and operational continuity during system transitions to VA enterprise platforms

Required qualifications to be successful in this role

• Bachelor's degree
• 7–9 years in healthcare scheduling or call center operations
• Experience meeting SLA based performance targets
• Familiarity with exam based workflows or clinical scheduling systems

Desired qualifications/non essential skills required

• COPC certification (if cost effective)
• Experience with federal beneficiary contact systems

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $79,600.00 $194,000.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:

• . Competitive compensation
• . Comprehensive insurance options
• . Matching contributions through the 401(k) plan and the share purchase plan
• . Paid time off for vacation, holidays, and sick time
• . Paid parental leave
• . Learning opportunities and tuition assistance
• . Wellness and Well being programs

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