Contact Center Manager

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 :

A Highly Qualified Candidate Will Have The Following :