Sr. Contact Center Manager

Systems Integration, Inc.; United States; On-site; USD 100,000 - 140,000; Full time

Job summary

Systems Integration, Inc. (SII) is seeking a Sr.

Contact Center Manager to lead enterprise-wide contact center operations for a federal agency, overseeing omnichannel service delivery, workforce performance, quality and continuous improvement across programs. You will coordinate with ServiceNow CRM and Genesys Cloud, manage forecasting, staffing, scheduling, and escalation processes, and serve as the senior escalation point for complex customer and operational issues, ensuring compliance with

Qualifications

• Bachelor's degree required; advanced degree preferred.
• 8–10 years in progressive contact center management.
• Experience with enterprise, multi-site or distributed contact center operations.
• Leadership across workforce management, quality assurance, training, performance management, escalations, and operational reporting.
• Forecasting contact volumes, staffing, schedules, surge needs, and continuity planning.
• Experience managing operational budgets and aligning labor with federal contract requirements.
• Knowledge of CRM, case-management, and cloud contact center platforms; ServiceNow and Genesys Cloud preferred.
• Federal contact center or regulated program experience preferred.
• Familiarity with FISMA, FedRAMP, NIST controls, incident management, continuity planning, and secure handling of government information.
• Experience with modernization, automation, chatbots, intelligent routing, self-service, analytics, or knowledge-management solutions.

Responsibilities

• Lead day-to-day contact center operations and phased deployment across agency programs, centers, and offices.
• Establish and manage standard procedures for intake, triage, routing, escalation, case management, and customer response.
• Oversee supervisors, frontline personnel, workforce management, quality assurance, training, reporting, and performance coaching.
• Manage omnichannel customer engagement across voice, email, web, chat, self-service, and other approved channels.
• Coordinate operations with ServiceNow CRM and Genesys Cloud platforms.
• Monitor service levels, KPIs, dashboards, trends, and corrective actions for leadership and federal stakeholders.
• Lead forecasting, capacity planning, scheduling, staffing alignment, surge planning, and continuity activities.
• Serve as the senior escalation point for complex customer, operational, incident, risk, transition, and change-management issues.
• Drive workflow redesign, automation, intelligent routing, self-service, knowledge management, and continuous-improvement initiatives.
• Ensure compliance with applicable federal security, privacy, records-management, training, and rules-of-behavior requirements.

Skills

Leadership

Workforce management

Quality assurance

Training

Performance management

Escalations

Operational reporting

Forecasting

Staffing

Scheduling

Automation

Chatbots

Self-service

Analytics

Knowledge management

Project management

Executive communication

Stakeholder management

Education

Bachelor's degree in Business Administration, Communications, Information Systems, Public Administration, Operations Management, or related field

Advanced degree preferred

Tools

ServiceNow

Genesys Cloud

Job description

Sr. Contact Center Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a Sr. Contact Center Manager to lead implementation and operations for a secure, enterprise-wide contact center supporting a Federal agency This role oversees omnichannel service delivery, workforce performance, quality, reporting, customer experience, and continuous improvement across multiple programs agency-wide.

Key Responsibilities

• Lead day-to-day contact center operations and phased deployment across agency programs, centers, and offices.
• Establish and manage standard procedures for intake, triage, routing, escalation, case management, and customer response.
• Oversee supervisors, frontline personnel, workforce management, quality assurance, training, reporting, and performance coaching.
• Manage omnichannel customer engagement across voice, email, web, chat, self-service, and other approved channels.
• Coordinate operations with ServiceNow CRM and Genesys Cloud platforms.
• Monitor service levels, KPIs, dashboards, trends, and corrective actions for leadership and federal stakeholders.
• Lead forecasting, capacity planning, scheduling, staffing alignment, surge planning, and continuity activities.
• Serve as the senior escalation point for complex customer, operational, incident, risk, transition, and change-management issues.
• Drive workflow redesign, automation, intelligent routing, self-service, knowledge management, and continuous-improvement initiatives.
• Ensure compliance with applicable federal security, privacy, records-management, training, and rules-of-behavior requirements.

Qualifications

• Bachelor's degree in Business Administration, Communications, Information Systems, Public Administration, Operations Management, or a related field; equivalent relevant experience or certification may be considered. Advanced degree preferred.
• 8–10 years of progressive contact center management experience, including 3–5 years in a senior or supervisory role.
• Experience managing enterprise, multi-site, multi-channel, or distributed contact center operations.
• Demonstrated leadership across workforce management, quality assurance, training, performance management, escalations, and operational reporting.
• Experience developing SOPs, workflows, staffing models, escalation paths, service-level reporting, dashboards, and corrective-action plans.
• Ability to forecast contact volumes, optimize staffing, manage schedules, support surge needs, and maintain operational continuity.
• Experience managing operational budgets and aligning labor utilization with federal contract requirements.
• Knowledge of CRM, case-management, and cloud contact center platforms; ServiceNow and Genesys Cloud experience preferred.
• Federal contact center, federal health, public-health, scientific, healthcare, or similarly regulated program experience preferred.
• Familiarity with FISMA, FedRAMP, NIST controls, incident management, continuity planning, and secure handling of government information preferred.
• Experience with modernization, system integration, pilot deployment, enterprise expansion, automation, chatbots, intelligent routing, self-service, analytics, or knowledge-management solutions preferred.
• Strong executive communication, stakeholder-management, analytical, problem-solving, and documentation skills.
• S. Citizenship and ability to satisfy applicable Public Trust suitability, background-investigation, security-awareness, privacy, records-management, and rules-of-behavior requirements.

Certifications (Preferred)

• PMP, COPC or equivalent contact center quality certification, Six Sigma Green/Black Belt, Workforce Management certification, or Salesforce, ServiceNow, or related CRM platform certification.