Senior Contact Center Operations Leader (Federal)

Systems Integration, Inc. (SII); Bethesda (MD); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Systems Integration, Inc. (SII) seeks a Sr. Contact Center Manager to lead enterprise-wide contact center operations for a Federal agency, overseeing omnichannel delivery and workforce performance across programs.

The role covers service levels, reporting, continuous improvement, and alignment with ServiceNow and Genesys Cloud. Requires 8–10 years in management, federal experience preferred, and strong leadership capabilities in high-stakes environments.

Qualifications

• Bachelor's degree or equivalent experience.
• 8–10 years in contact center management, with 3–5 years in senior roles.
• Experience managing multi-site or enterprise-level contact centers.
• Proven leadership in WFM, QA, training, staffing, and reporting.
• Experience developing SOPs, workflows, and escalations.
• Forecasting, staffing optimization, and continuity planning.
• Budget management aligned with contract requirements.
• Familiarity with CRM and cloud CC platforms; ServiceNow/Genesys preferred.
• Federal program experience and government security familiarity are a plus.
• Strong executive communication and stakeholder-management skills.

Responsabilités

• Lead day-to-day contact center operations and phased deployment across agency programs.
• Establish standard procedures for intake, routing, escalation, and case management.
• Oversee supervisors, workforce management, QA, training, and performance coaching.
• Manage omnichannel engagement across voice, email, web, chat, and self-service.
• Coordinate with ServiceNow CRM and Genesys Cloud platforms.
• Monitor KPIs, dashboards, trends, and corrective actions for leadership.
• Lead forecasting, capacity planning, scheduling, and surge planning.
• Serve as senior escalation point for complex issues.
• Drive workflow redesign, automation, and knowledge management.
• Ensure compliance with federal security, privacy, and records-management rules.

Connaissances

Leadership

Workforce management

Quality assurance

Training

Reporting

Stakeholder management

Executive communication

Analytical

Problem solving

Documentation

Formation

Bachelor's degree in Business Administration / Communications / Information Systems

Outils

ServiceNow

Genesys Cloud

CRM platforms

Description du poste

Systems Integration, Inc. (SII) seeks a Sr. Contact Center Manager to lead enterprise-wide contact center operations for a Federal agency, overseeing omnichannel delivery and workforce performance across programs.

The role covers service levels, reporting, continuous improvement, and alignment with ServiceNow and Genesys Cloud. Requires 8–10 years in management, federal experience preferred, and strong leadership capabilities in high-stakes environments.