Senior Contact Center Manager | FMCSA Experience

ITCON Services; Washington (District of Columbia); On-site; USD 85,000 - 120,000; Full time

Job summary

ITCON Services seeks a Site Manager - Contact Center in Washington, DC with FMCSA experience to oversee daily operations, staff management, and delivery of outstanding customer service. You will lead recruiting, training, coaching, and performance monitoring to meet targets and SLAs.

You will analyze call center metrics, implement process improvements, and collaborate with cross-functional teams to align strategies with client requirements, ensuring operational efficiency and quality service.

Qualifications

• Typically requires a high school diploma or equivalent, with experience in a customer service or management role being highly desirable.
• FMCSA experience is advantageous for regulatory alignment.
• Strong leadership, communication, and analytical skills to drive performance.

Responsibilities

• Oversee day-to-day operations of the contact center and staff
• Set and monitor performance targets and SLAs
• Coach and develop agents to achieve goals
• Analyze call center metrics and implement process improvements
• Collaborate with other departments on strategic planning

Skills

Staff Management

Leadership

Performance Metrics

Communication

Analytical Thinking

Motivational Skills

FMCSA experience

Education

High school diploma or equivalent

Tools

CRM software

Dialer systems

Job description

ITCON Services seeks a Site Manager - Contact Center in Washington, DC with FMCSA experience to oversee daily operations, staff management, and delivery of outstanding customer service. You will lead recruiting, training, coaching, and performance monitoring to meet targets and SLAs.

You will analyze call center metrics, implement process improvements, and collaborate with cross-functional teams to align strategies with client requirements, ensuring operational efficiency and quality service.