***AWARD PENDING***Titan Technologies is seeking a Contact Center Manager (CCM) to lead the day-to-day management, performance, and continuous improvement of Service Desk and Contact Center operations across a multi-year statewide managed IT services engagement under which Titan will implement, operate, and maintain a 24x7x365 ITIL-based Service Desk environment.
Job descriptionThe CCM is responsible for the operational leadership of a high-volume Service Desk and Contact Center supporting multiple communication channels and customer support functions. Reporting to the Titan Project Manager, this role oversees Service Desk operations, contact center technologies, workforce management, quality assurance, customer experience, and service performance. The CCM serves as the primary operational lead for Service Desk activities and works closely with client stakeholders to ensure support services align with contractual requirements, operational objectives, and customer expectations.
The ideal candidate possesses experience leading large-scale Service Desk or Contact Center operations, managing cloud-based Contact Center as a Service (CCaaS) platforms, driving continuous service improvement initiatives, and building high-performing customer support teams. This role requires a combination of operational leadership, technical understanding, customer service expertise, and strong communication skills.
Duties and Responsibilities:Service Desk and Contact Center Operations- Direct day-to-day operations of a 24x7x365 Service Desk and Contact Center environment, ensuring consistent service delivery across all support channels.
- Manage workforce scheduling, staffing coverage, workload distribution, and escalation processes to maintain uninterrupted support services.
- Ensure Service Desk personnel adhere to established operational procedures, customer interaction standards, documentation requirements, and service management processes.
- Monitor service demand and adjust staffing, workflows, and operational priorities to address changing business needs and customer requirements.
- Coordinate operational communications with client stakeholders regarding service performance, planned activities, staffing updates, operational risks, and improvement initiatives.
- Support operational readiness during peak demand periods, emergency events, and business continuity situations.
Contact Center Technology and Platform Management- Oversee the operational administration and optimization of the CCaaS platform and associated technologies.
- Manage contact routing strategies, IVR functionality, workforce management capabilities, customer self-service tools, and real-time operational dashboards.
- Collaborate with technical teams and client stakeholders to enhance workflows, automation, reporting capabilities, and customer engagement processes.
- Ensure accurate integration and utilization of ServiceNow and other supporting service management platforms.
- Coordinate planned system changes, maintenance activities, and platform enhancements while minimizing operational impact.
- Support compliance with applicable security, data protection, and technology governance requirements.
Performance Management and Continuous Improvement- Lead quality assurance and quality control activities, including interaction monitoring, ticket reviews, operational assessments, and performance evaluations.
- Analyze operational trends, customer feedback, service metrics, and workforce data to identify improvement opportunities.
- Develop and implement process enhancements, workflow improvements, knowledge management initiatives, and automation strategies.
- Conduct root cause analysis for recurring service issues and collaborate with stakeholders to implement corrective actions.
- Maintain continuous improvement plans and track progress against operational objectives and service delivery goals.
Customer Experience and Service Excellence- Promote a customer-focused culture centered on professionalism, responsiveness, accountability, and service excellence.
- Oversee customer satisfaction programs, survey administration, feedback analysis, and service improvement initiatives.
- Ensure consistent delivery of high-quality support experiences across all customer interaction channels.
- Support enhanced service delivery requirements for executive, VIP, and specialized user populations as required.
- Partner with client stakeholders to address customer concerns and improve overall service effectiveness.
Service Performance and Reporting- Monitor service performance and operational effectiveness against established contractual requirements and organizational objectives.
- Ensure proactive management of service delivery risks through staffing adjustments, workflow optimization, coaching, and process improvements.
- Prepare and deliver operational reports, dashboards, trend analyses, and performance summaries.
- Communicate service performance, operational challenges, risks, and recommendations to project leadership and client stakeholders.
- Participate in operational reviews, status meetings, governance sessions, and continuous improvement initiatives.
Team Leadership and Workforce Management- Lead, mentor, and develop Service Desk supervisors, analysts, and support personnel.
- Oversee workforce planning, staffing strategies, recruiting support, onboarding activities, and employee performance management.
- Promote employee engagement, accountability, professional development, and continuous learning.
- Ensure personnel maintain required training, certifications, and compliance obligations.
- Manage staffing transitions and succession planning to maintain operational continuity.
Training, Compliance, and Governance- Coordinate training activities to ensure personnel are prepared to support technologies, processes, customer service standards, and client requirements.
- Maintain training records and support ongoing workforce development initiatives.
- Ensure compliance with ITIL-based service management practices, contractual obligations, security requirements, accessibility standards, and applicable policies.
- Support audits, inspections, reporting requirements, and governance activities.
- Maintain operational procedures and documentation necessary to support consistent service delivery.
You MUST have:- 5+ years of experience in a Service Desk, Contact Center, or customer support environment.
- 2+ years of experience leading or managing Service Desk, Contact Center, or customer support teams.
- Demonstrated experience managing 24x7x365 operational environments.
- Working knowledge of ITIL-based service management practices, including incident management, problem management, request fulfillment, and continuous improvement.
- Experience managing cloud-based CCaaS platforms and contact center technologies - configuring routing rules, IVR call flows, ACD logic, and real-time reporting dashboards.
- Experience administering quality assurance programs, performance monitoring processes, and customer satisfaction initiatives.
- Proficiency with ServiceNow or comparable IT service management platforms.
- Experience managing operational performance against established service delivery objectives and contractual requirements.
- Strong analytical, organizational, and problem-solving skills.
- Excellent written and verbal communication skills with the ability to present operational information to leadership and client stakeholders.
- Ability to pass a Level 2 background investigation.
It's GREAT if you also have:- ITIL Foundation certification or higher
- HDI Support Center Manager (HDI-SCM) certification or equivalent contact center leadership certification.
- Experience with Genesys Cloud CX or comparable CCaaS platforms including IVR scripting, ACD configuration, and AI chatbot management.
- Experience with ServiceNow ITSM, Knowledge Management, Performance Analytics, and reporting capabilities.
- Experience supporting government, public sector, or large enterprise managed services environments - Maryland State government experience is a plus.
- Experience leading remote or hybrid workforce models.
- Experience implementing customer experience, workforce optimization, automation, or self-service initiatives.
- Familiarity with accessibility, security, and compliance frameworks applicable to public sector service delivery environments.
Education:- Associate's or Bachelor's degree in Information Technology, Business Administration, Management, or a related field, or equivalent professional experience.
