Senior Federal Contact Center Manager

ITCON Services; Virginia (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

A federal government contractor is seeking a seasoned Contact Center Project Manager to lead and optimize large-scale contact center projects. The role involves managing operations, ensuring compliance with federal regulations, and enhancing customer satisfaction across multiple channels. Ideal candidates will have over 10 years of experience in contact center operations, including leadership roles, and must demonstrate strong skills in communication and data-driven decisions. This position requires a hands-on manager ready to engage with stakeholders effectively.

Qualifications

• Minimum of 10 years in contact center operations with at least 5 years in a leadership or senior management role.
• Proven track record managing contact centers supporting federal government clients.

Responsibilities

• Manage day-to-day operations of multi-site or virtual contact center teams.
• Ensure all service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are met.
• Serve as the primary point of contact for client agencies.

Skills

Leadership

Communication

Data Analysis

Customer Satisfaction

Education

Bachelor’s degree in business administration, Communications, Public Administration, or a related field

Tools

NICE CXone

Five9

Avaya

Salesforce

Job description

A federal government contractor is seeking a seasoned Contact Center Project Manager to lead and optimize large-scale contact center projects. The role involves managing operations, ensuring compliance with federal regulations, and enhancing customer satisfaction across multiple channels. Ideal candidates will have over 10 years of experience in contact center operations, including leadership roles, and must demonstrate strong skills in communication and data-driven decisions. This position requires a hands-on manager ready to engage with stakeholders effectively.