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Scheduling & Contact Center Director Category: Business Analysis (functional and technical)
Main location: United States, Virginia, Fairfax
Position ID:J0926-0673
Employment Type: Full Time
Position Description: The Scheduling Director ensures every veteran receives timely, accurate, and accessible exam appointments. They lead the contact center that manages claimant outreach, accessibility preferences, reminders, and escalations. Their oversight directly drives timeliness and reduces no shows.
This position is located in our Fairfax, VA or Lafayette, LA office; however, a hybrid working model is acceptable.
Your future duties and responsibilities: Supervise multi-channel contact center operations across phone, SMS, email, and portal communications
Oversee claimant scheduling workflows for Regions 1-4, Pre-Discharge, International, and special scheduling modes
Implement accessibility matching, examiner-preference rules, and DELIVER Act requirements
Ensure timely claimant notices, reminders, follow-ups, proof-of-delivery, and accurate documentation of all contact attempts
Track scheduling metrics, including timeliness, abandonment rates, callback compliance, no-shows, cancellations, and SLA alignment
Manage call recordings, QA scoring, issue resolution, and escalations
Lead workforce planning, surge management, and operational continuity during system transitions to VA enterprise platforms
Required qualifications to be successful in this role: Bachelor's degree
7-9 years in healthcare scheduling or call center operations
Experience meeting SLA based performance targets
Familiarity with exam based workflows or clinical scheduling systems
Desired qualifications/non essential skills required
COPC certification (if cost effective)
Experience with federal beneficiary contact systems
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $79,600.00 $194,000.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation, holidays, and sick time
. Paid parental leave
. Learning opportunities and tuition assistance
. Wellness and Well being programs
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