Site Manager Federal Contact Center

ITCON Services; Orlando (FL); On-site; USD 95,000 - 135,000; Full time

Job summary

ITCON Services seeks an experienced Site Manager for a federal contact center program in Orlando, FL. This hands‑on leadership role oversees day‑to‑day operations, staffing, performance management, and service quality to ensure mission success.

You will coach supervisors, coordinate with workforce, QA, and training teams, and drive continuous improvements while maintaining strict adherence to policies and contracts.

Qualifications

• Minimum 3+ years in a high‑volume contact center or call center operations lead role.
• Direct experience supervising supervisors and frontline staff in a contact center environment.
• Proven ability to manage staffing, scheduling, and workforce performance to meet SLAs and customer metrics.
• Strong leadership, coaching, and performance improvement capabilities.
• Excellent communication and problem‑solving skills; proficient with MS Office.

Responsibilities

• Oversee day‑to‑day contact center operations to ensure efficient, high‑quality service delivery.
• Manage staffing, scheduling, and workforce coverage to support operational requirements.
• Monitor performance against SLAs, KPIs, quality standards, and customer service expectations.
• Coach and support supervisors and frontline staff to achieve performance goals.
• Identify trends and opportunities for continuous improvement in service delivery.
• Provide operational reports to leadership on staffing, performance, risks, and issues.

Skills

Contact center ops

Staffing & scheduling

Performance mgmt

SLA/KPI monitoring

Leadership

Customer service

Communication

Problem solving

MS Office

Education

Bachelor's degree

High School Diploma

Tools

Workforce management software

CRM platforms

Quality assurance tools

Job description

Site Manager – Federal Contact Center

ITCON Services is a forward-thinking consulting firm delivering innovative technology and management solutions that help our federal clients achieve mission success. We pride ourselves on fostering a collaborative, high-performance environment where experienced professionals can make a meaningful impact.

ITCON is seeking an experienced Site Manager to oversee day-to-day operations for a large-scale federal contact center program. Working closely with program leadership, this role will be responsible for operational performance, staffing, workforce readiness, service delivery, and the effective management of supervisors and frontline personnel.

The ideal candidate is a hands-on contact center leader with experience managing high-volume operations, improving team performance, and ensuring service levels, quality standards, and customer service expectations are consistently achieved.

This position is on-site in our Orlando, FL office.

What You'll Do

• Oversee day-to-day contact center operations to ensure efficient, consistent, and high-quality service delivery.
• Manage staffing, scheduling, workforce coverage, and resource allocation to support operational requirements.
• Monitor performance against established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and customer service requirements.
• Lead, coach, and support supervisors and frontline staff to achieve individual, team, and program performance goals.
• Monitor workforce performance and implement corrective actions, coaching, and performance improvement strategies as needed.
• Address escalated customer service and operational issues and ensure timely resolution.
• Identify performance trends, operational gaps, and opportunities for continuous improvement.
• Partner with workforce management, quality assurance, training, and program leadership to improve agent performance and overall service delivery.
• Support implementation of policies, procedures, workflows, and operational processes across the contact center.
• Ensure staff adherence to established policies, procedures, schedules, quality standards, and contractual requirements.
• Provide operational reports and updates to program leadership regarding staffing, performance, service levels, risks, and emerging issues.
• Provide oversight and coordination of telecommunications and information systems supporting contact center operations.
• Coordinate with IT and technical support teams to troubleshoot operational or system issues and minimize service disruptions.
• Support operational readiness and continuity during periods of increased call volume, staffing changes, system disruptions, or other mission‑critical events.

What You Bring

• Demonstrated experience managing contact/call center operations in a high-volume customer service environment.
• Experience directly managing supervisors, team leads, and/or frontline contact center personnel.
• Strong understanding of contact center staffing, scheduling, workforce management, and performance management.
• Experience monitoring and managing performance against SLAs, KPIs, quality standards, and customer service metrics.
• Experience identifying operational trends and implementing performance improvement strategies.
• Knowledge of contact center technologies, telecommunications systems, workforce management tools, and performance reporting platforms.
• Experience handling escalations and resolving complex operational and customer service issues.
• Strong leadership, coaching, and team development skills.
• Excellent oral and written communication skills.
• Strong organizational, analytical, decision-making, and problem‑solving skills.
• Ability to effectively manage competing priorities in a fast‑paced, mission‑critical environment.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.

Requirements

• 3+ years of contact center or call center operations management experience.
• Direct experience leading supervisors and/or frontline contact center teams.
• Experience managing staffing, scheduling, workforce performance, and service delivery in a contact center environment.
• Experience monitoring operational performance against SLAs, KPIs, quality standards, and customer service metrics.
• High School Diploma or equivalent required.
• U.S. Citizenship required.
• Must be eligible to obtain and maintain the required government Public Trust clearance.
• Must reside within the continental United States, Alaska, Hawaii, or Puerto Rico.

Preferred Qualifications

• Bachelor's degree in Business Administration, Management, Operations, or a related field.
• Experience supporting a federal government contact center or other large‑scale government customer service operation.
• Experience managing high-volume and/or multi‑shift contact center operations.
• Experience with workforce management, quality assurance, training, and continuous improvement initiatives.
• Familiarity with contact center technologies, telecommunications systems, CRM platforms, and performance reporting tools.
• Experience working in a mission‑critical service delivery environment.

Why Join ITCON?

• Opportunity to support a mission‑critical federal program serving a large customer population.
• Hands‑on leadership role with direct impact on contact center performance and customer experience.
• Collaborative and supportive team environment.
• Competitive compensation and benefits.
• Professional development opportunities.

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affinitative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.