Contact Center Program Manager

Contact Center Program Manager Needed!

At Leidos we deliver innovative solutions through the dedication and expertise of our diverse and talented people who are committed to customer 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.

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 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:

• Bachelors degree in related field. Additional years of experience in lieu of degree may be considered.

• Minimum of 6 years of experience supportingcontact 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).

The Mission

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the worlds toughest security challenges for customers with cant fail missions. To explore and learn more click here!

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 dont want someone who fits the moldwe want someone who melts it down and builds something better. This is a role for the restless the over-caffeinated the ones who ask whats next before the dust settles on whats now.

If youre already scheming step 20 while everyone else is still debating step 2 good. Youll fit right in.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.