Contact Center Manager

Leidos-posted 2 months ago
$104,650 - $189,175/Yr
Manager
11-50 employees
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At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ 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. Leidos is seeking a highly skilled Contact Center Manager to lead our federal-agency omnichannel contact center program. This role is central to ensuring high performance, quality, and customer satisfaction across all communication channels. The successful candidate will manage daily operations, including staffing, training, service delivery, and performance monitoring, with a strong focus on meeting and exceeding key performance indicators (KPIs). Additionally, the candidate will leverage AI technologies to enhance operational efficiency and customer experience.

  • Oversee daily operations of the contact center to ensure efficient and effective service delivery, managing staffing, scheduling, and real-time queue management to meet service levels and KPIs.
  • Develop and implement comprehensive training programs for new hires and existing staff to enhance skills and ensure compliance with service standards.
  • Establish and maintain a robust quality assurance framework to monitor and improve service quality and customer satisfaction, conducting regular audits and implementing corrective actions as needed.
  • Collaborate with IT and CRM teams to ensure seamless integration of contact center technologies, including Salesforce, telecommunication systems, and AI-driven tools.
  • Utilize data analytics and AI technologies to assess performance trends, automate routine tasks, and implement strategic initiatives to enhance operational efficiency.
  • Ensure all contact center operations comply with federal regulations, including privacy and security standards, and work with the Government security clearance team to manage staff clearances.
  • Lead initiatives to innovate and improve processes, leveraging AI and industry best practices to enhance the customer experience.
  • Act as the primary liaison with government clients and stakeholders to ensure alignment with program objectives and expectations.
  • Bachelor’s degree in Business Administration, Management, Computer Science, or a related field, with a Master’s degree preferred.
  • Minimum of four years of experience in managing a large-scale omnichannel contact center, with at least three years in a leadership role.
  • Proficient in CRM and contact center technologies, particularly Salesforce, VOIP telephony, ACD systems, and AI-driven customer service tools such as chatbots and virtual assistants.
  • Demonstrated ability to lead, mentor, and develop a diverse team of professionals in a dynamic environment.
  • Strong analytical and problem-solving skills with the ability to interpret complex data, leverage AI insights, and make informed decisions.
  • Excellent verbal and written communication skills, with the ability to effectively interact with senior management and government clients.
  • Proficiency in American English with excellent written and verbal communication skills.
  • Strong bilingual communication skills in English and Spanish preferred.
  • Knowledge of digital content strategies, SEO best practices, and audience engagement techniques.
  • Understanding of knowledge base systems and their role in supporting contact center operations.
  • Understanding of call center workflows, KPIs, and metrics such as customer satisfaction, first call resolution, and average handle time.
  • Ability to work effectively with cross-functional teams and influence stakeholders.
  • Experience collaborating with training teams to develop onboarding and continuous education materials for agents.
  • Knowledge of relevant compliance requirements including privacy, security, and accessibility standards.
  • Strong analytical skills to interpret data and translate insights into actionable content strategies.
  • Experience working within a federal government contact center environment.
  • Relevant industry certifications such as Certified Call Center Manager (CCCM), Certified Customer Experience Professional (CCXP), or AI-related certifications.
  • Experience with process improvement methodologies such as Six Sigma or Lean Management.
  • Familiarity with AI applications in contact centers, such as natural language processing (NLP) and machine learning (ML) for predictive analytics.
  • Proficiency in a second language, particularly Spanish, is a plus.
  • Extensive Salesforce knowledge base administration experience.
  • Demonstrated success creating omnichannel content for phone, email, chat, and social media.
  • Strong background in training material development for contact center agents.
  • Proven ability to improve content performance using analytics and customer feedback.
  • Experience with government or regulated industry contact center operations.
  • Familiarity with human-centered design, Design Thinking, Lean Six Sigma, or Kaizen continuous-improvement frameworks.
  • Competitive compensation.
  • Health and Wellness programs.
  • Income Protection.
  • Paid Leave.
  • Retirement.
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