ITCON Services ยท 5 hours ago
Senior Contact Center Project Manager
VA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expITCON Services is seeking to hire a seasoned Senior Contact Center Project Manager with over 10 years of experience to lead and optimize large-scale contact center projects within the federal government sector. In this role, you will drive the planning, execution, and successful delivery of contact center operations, ensuring compliance with federal regulations, enhancing customer satisfaction, and optimizing efficiency across multiple channels.
Business IntelligenceCyber SecurityInformation TechnologyManagement ConsultingSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead the end-to-end management of contact center projects, including planning, execution, monitoring, and completion
Develop and maintain project schedules, track project milestones, and ensure on-time, on-budget delivery
Oversee the deployment of new contact center systems, tools, and software, ensuring seamless integration and alignment with federal standards and guidelines
Collaborate closely with client stakeholders, agency representatives, and internal leadership to define project objectives and requirements
Provide regular status updates, report on project metrics, and manage stakeholder expectations
Facilitate project meetings, ensuring alignment on project scope, timelines, and deliverables
Lead cross-functional project teams, including IT, operations, customer service, and third-party vendors
Assign tasks, monitor performance, and provide guidance to ensure project goals are met
Mentor and develop junior team members, promoting a culture of excellence and accountability
Ensure all project activities adhere to federal regulations, cybersecurity standards, and quality assurance protocols
Conduct quality control reviews, identifying and addressing any issues to maintain compliance and service level agreements (SLAs)
Implement best practices and process improvements to enhance contact center performance and customer satisfaction
Develop and manage project budgets, monitoring expenditures and ensuring cost-effective use of resources
Coordinate with procurement and finance teams to secure necessary resources and manage vendor contracts
Qualification
Required
Minimum of 10 years of experience in project management, with at least 5 years managing contact center projects, preferably within the federal government or a government contractor environment
Proven experience with project management methodologies (e.g., Agile, Waterfall, or hybrid), as well as tools like MS Project, JIRA, or equivalent
In-depth understanding of contact center operations, customer service best practices, and multi-channel support (voice, chat, email)
Excellent written and verbal communication skills, with the ability to clearly convey complex information to various stakeholders
Demonstrated ability to lead, mentor, and motivate teams, with strong decision-making and problem-solving skills
Familiarity with federal guidelines, security requirements, and compliance standards relevant to government contracting (e.g., FISMA, FedRAMP)
Bachelor's degree in business, Project Management, Information Technology, or a related field
Applicant must be a permanent resident or citizen of the United States and clearable for Public Trust clearance with the U.S Government
Preferred
PMP, Certified Contact Center Manager (CCCM), or other relevant project management and contact center certifications
Experience with contact center technologies, including CRM, IVR systems, and AI-driven customer support solutions
Understanding of federal acquisition regulations (FAR) and experience in a government contractor environment
Proficiency in data analytics and performance reporting to assess contact center metrics and make data-driven decisions
Experience in process improvement methodologies (e.g., Lean, Six Sigma) to optimize contact center operations
Benefits
Competitive compensation
Paid training and development opportunities
Healthcare benefits that start on your first day
Commuter benefits
Work-life balance
Company
ITCON Services
ITCON Services is a consulting firm that helps with innovative technology and management solutions.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase