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. This position requires a hands-on project manager who can effectively communicate with stakeholders, manage cross-functional teams, and leverage data to make informed decisions.
ITCON Headquarters are in Vienna, Virginia - this role is hybrid. The Senior Contact Center Project Manager's key responsibilities will include:
Project Leadership - 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.
Stakeholder Engagement - 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.
Team Management - 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.
Quality Assurance and Compliance - 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.
Budget and Resource Management - 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.
t ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.
Applicant must be a permanent resident or citizen of the United States and clearable for Public Trust clearance with the U.S Government.
Required Skills and Qualifications - Experience: 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.
- Project Management Expertise: Proven experience with project management methodologies (e.g., Agile, Waterfall, or hybrid), as well as tools like MS Project, JIRA, or equivalent.
- Contact Center Knowledge: In-depth understanding of contact center operations, customer service best practices, and multi-channel support (voice, chat, email).
- Stakeholder Communication: Excellent written and verbal communication skills, with the ability to clearly convey complex information to various stakeholders.
- Leadership and Team Management: Demonstrated ability to lead, mentor, and motivate teams, with strong decision-making and problem-solving skills.
- Compliance and Regulatory Knowledge: Familiarity with federal guidelines, security requirements, and compliance standards relevant to government contracting (e.g., FISMA, FedRAMP).
- Education: Bachelor's degree in business, Project Management, Information Technology, or a related field.
Desired Skills and Qualifications - Certifications: PMP, Certified Contact Center Manager (CCCM), or other relevant project management and contact center certifications.
- Technical Proficiency: Experience with contact center technologies, including CRM, IVR systems, and AI-driven customer support solutions.
- Government Contracting Knowledge: Understanding of federal acquisition regulations (FAR) and experience in a government contractor environment.
- Analytical Skills: Proficiency in data analytics and performance reporting to assess contact center metrics and make data-driven decisions.
- Continuous Improvement: Experience in process improvement methodologies (e.g., Lean, Six Sigma) to optimize contact center operations.
