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SCHEDULING & CONTACT CENTER DIRECTOR

Category: Communications & Investor Relations

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:

Manage multi channel contact center operations (phone, SMS, email)
Oversee claimant scheduling workflows and diagnostic coordination
Implement accessibility preference handling per VA directives
Track scheduling metrics, no shows, cancellations, and contact attempts
Lead workforce planning and surge management

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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