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Contact Center Program Manager
Contact Center Program ManagerClearance Jobs • Indianapolis, IN, US
Contact Center Program Manager

Contact Center Program Manager

Clearance Jobs • Indianapolis, IN, US
14 hours ago
Job type
  • Full-time
Job description

Contact Center Program Manager Needed!

The Leidos Civil team is seeking a forward-thinking, customer-focused, and data-driven Contact Center Program Manager to lead resource and technical operations for an established federal agency omni-channel contact center program. In this role, you will oversee program execution, drive enhanced customer experiences, and collaborate with a multi-disciplinary leadership team to continuously evolve the contact center with new technologies and enhanced processes. The successful candidate will possess strong creative problem-solving abilities, technical expertise, and exceptional communication and collaboration skills. Additionally, they will have proven experience with modern contact center solutions, technologies, and services, and demonstrate adaptability to meet evolving client needs.

What you will do :

  • Program Leadership : Manage program resources, budgets, schedules, customer engagement, vendor contracts, subcontractor performance, and technologies to ensure seamless operations.
  • Operational Oversight : Oversee day-to-day contact center operations across all channels (voice, email, chat, SMS, social media), ensuring SLAs and KPIs are consistently met or exceeded while maintaining high end-user satisfaction.
  • Team Development : Lead training, quality assurance, and workforce management teams to enhance SOPs, training curricula, knowledge management activities, and coaching frameworks.
  • Data-Driven Decision Making : Utilize analytical skills and advanced tools to support program reporting, root-cause analyses, and evidence-based decision-making for service enhancement recommendations and implementation plans.
  • Technology Leadership : Using agile methodologies, oversee contact center technology projects to implement and maintain systems that drive self-service and improve operational efficiency.
  • Support Strategic Growth : Collaborate with the Senior Program Manager to identify and support business growth opportunities.
  • Roadmap Support : Support the maintenance of a multi-year program roadmap, aligning contact center strategy with federal policies, guidance, and industry best practices for customer service.
  • Continuous Improvement : Drive process redesign, automation, and cost-reduction initiatives to optimize cost per contact and enhance customer satisfaction.
  • Client Engagement : Serve as primary liaison to federal stakeholders, communicating program deliverables, project status, and other key activities and milestones.
  • Compliance : Collaborate with internal and external teams to ensure compliance with federal security, privacy, accessibility (508) and reporting requirements.

To be considered for this position, you must possess :

  • Bachelor's degree in related field. Additional years of experience in lieu of degree may be considered.
  • Minimum of 6 years of experience supporting contact center programs, including at least 3 years of management experience.
  • In-depth knowledge of omnichannel contact center operations, training, recruitment, workforce management, and quality assurance best practices.
  • Proven expertise in contact center performance measures and strong experience leveraging data analyses to drive performance improvements.
  • Excellent written and verbal communication skills, with the ability to deliver concise and effective presentations on complex topics to senior leaders, cross-functional teams, and external stakeholdersfostering collaboration, alignment, and buy-in.
  • Experience collaborating with IT personnel to implement new solutions, troubleshoot technical issues, and support disaster recovery efforts.
  • Demonstrated knowledge of contact center technologies, such as Contact Center-as-a-Service cloud-based solutions, artificial intelligence (AI), intelligent IVR, chatbots, CRM, and workforce optimization systems.
  • Strong business acumen in budgeting, forecasting, and profit-and-loss oversight.
  • Proficiency in quality assurance methodologies, including data analysis, KPI monitoring, results-driven coaching and training, and conducting root-cause investigations.
  • Ability to successfully obtain a government-issued Public Trust clearance.

    • Although not required, additional education, certifications, and / or experience will be considered a plus :

  • PMP certification.
  • Other certifications recognized by related industries such as contact center (e.g., COPC, Benchmark Portal), customer experience (e.g., CCXP, Forrester), agile (e.g., SAFe, Scrum), and / or change management (e.g., Prosci, CCMP) certifications.
  • Experience managing contact center operations with both on-premises and work-at-home customer service representatives (CSR).
  • Background in contact center environment supporting a federal government customer.
  • 1 3 years of experience leading a contact center responding to more than 1 million CSR-assisted contacts annually.
  • Knowledge of Agile management methodologies and experience.
  • Experience leading or participating in service design, design thinking, or Kaizen continuous improvement workshops.
  • Bilingual proficiency (preferably, Spanish language fluencyboth verbally and in writing).

    • Come join our rapidly growing team and enjoy these benefits :

  • Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
  • Eleven (11) paid holidays per year.
  • Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
  • Tuition reimbursement based on Leidos' policy.
  • Ongoing training to support your success.
  • Discounted Leidos stock purchase and other Employee Discounts.

    • At Leidos, we don't want someone who "fits the mold"we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now." If you're already scheming step 20 while everyone else is still debating step 2 good. You'll fit right in.

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