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Contact Center Manager

Contact Center Manager

Indianapolis StaffingIndianapolis, IN, US
1 day ago
Job type
  • Full-time
Job description

Contact Center Manager

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Leidos is seeking a highly skilled Contact Center Manager to lead our federal-agency omnichannel contact center program. This role is central to ensuring high performance, quality, and customer satisfaction across all communication channels. The successful candidate will manage daily operations, including staffing, training, service delivery, and performance monitoring, with a strong focus on meeting and exceeding key performance indicators (KPIs). Additionally, the candidate will leverage AI technologies to enhance operational efficiency and customer experience.

What you will do :

  • Oversee daily operations of the contact center to ensure efficient and effective service delivery, managing staffing, scheduling, and real-time queue management to meet service levels and KPIs
  • Develop and implement comprehensive training programs for new hires and existing staff to enhance skills and ensure compliance with service standards
  • Establish and maintain a robust quality assurance framework to monitor and improve service quality and customer satisfaction, conducting regular audits and implementing corrective actions as needed
  • Collaborate with IT and CRM teams to ensure seamless integration of contact center technologies, including Salesforce, telecommunication systems, and AI-driven tools
  • Utilize data analytics and AI technologies to assess performance trends, automate routine tasks, and implement strategic initiatives to enhance operational efficiency
  • Ensure all contact center operations comply with federal regulations, including privacy and security standards, and work with the Government security clearance team to manage staff clearances
  • Lead initiatives to innovate and improve processes, leveraging AI and industry best practices to enhance the customer experience
  • Act as the primary liaison with government clients and stakeholders to ensure alignment with program objectives and expectations

We are looking for someone with the following qualifications :

  • Bachelor's degree in Business Administration, Management, Computer Science, or a related field, with a Master's degree preferred
  • Minimum of four years of experience in managing a large-scale omnichannel contact center, with at least three years in a leadership role
  • Proficient in CRM and contact center technologies, particularly Salesforce, VOIP telephony, ACD systems, and AI-driven customer service tools such as chatbots and virtual assistants
  • Demonstrated ability to lead, mentor, and develop a diverse team of professionals in a dynamic environment
  • Strong analytical and problem-solving skills with the ability to interpret complex data, leverage AI insights, and make informed decisions
  • Excellent verbal and written communication skills, with the ability to effectively interact with senior management and government clients
  • Proficiency in American English with excellent written and verbal communication skills
  • Strong bilingual communication skills in English and Spanish preferred
  • Knowledge of digital content strategies, SEO best practices, and audience engagement techniques
  • Understanding of knowledge base systems and their role in supporting contact center operations
  • Understanding of call center workflows, KPIs, and metrics such as customer satisfaction, first call resolution, and average handle time
  • Ability to work effectively with cross-functional teams and influence stakeholders
  • Experience collaborating with training teams to develop onboarding and continuous education materials for agents
  • Knowledge of relevant compliance requirements including privacy, security, and accessibility standards
  • Strong analytical skills to interpret data and translate insights into actionable content strategies

    • A highly qualified candidate will have the following :

  • Experience working within a federal government contact center environment
  • Relevant industry certifications such as Certified Call Center Manager (CCCM), Certified Customer Experience Professional (CCXP), or AI-related certifications
  • Experience with process improvement methodologies such as Six Sigma or Lean Management
  • Familiarity with AI applications in contact centers, such as natural language processing (NLP) and machine learning (ML) for predictive analytics
  • Proficiency in a second language, particularly Spanish, is a plus
  • Extensive Salesforce knowledge base administration experience
  • Demonstrated success creating omnichannel content for phone, email, chat, and social media
  • Strong background in training material development for contact center agents
  • Proven ability to improve content performance using analytics and customer feedback
  • Experience with government or regulated industry contact center operations
  • Familiarity with human-centered design, Design Thinking, Lean Six Sigma, or Kaizen continuous-improvement frameworks

    • Come break things (in a good way). Then build them smarter. We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

    Pay Range $104,650.00 - $189,175.00

    Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com / careers / pay-benefits.

    Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com. If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission (https : / / reportfraud.ftc.gov / # / ).

    All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. Leidos is an equal opportunity employer / disability / vet.

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