Director of Call Center Operations

Leidos

1d•$105,300 - $190,350•Onsite

About The Position

The Director of Call Center Operations manages all aspects of call center activities in support of the program. Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution. Develops and implements strategies to meet the programs goals and objectives, increasing customer experience and efficiency. Manages and leads a team of Contact Center support staff, Contact Center Triage Consultants and specialty consultants. Provides guidance, coaching, and support to deliver high levels of user engagement and satisfaction. Monitors Contact Center performance metrics and operational KPIs, such as call volume, response times, customer satisfaction scores. Identifies trends, issues, and opportunities for improvement. Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction. Implements best practices and innovative solutions to enhance reporting and overall customer experience. Establishes and maintains quality assurance programs to ensure consistent and high-quality customer interactions. Collaborates with external vendors and partners to ensure seamless integration of outsourced services. Ensures that Contact Center operations comply with industry regulations and standards, including data privacy laws and consumer protection regulations. Analyzes data related to program outcomes, participant satisfaction, and impact to make informed decisions for program enhancements. Identifies and mitigates potential risks associated with program operations, confidentiality, and participant well-being. Provides regular updates to stakeholders regarding program performance, achievements, challenges, and strategic recommendations.

Requirements

Bachelor’s degree in Business Management, Mental Health, or a related field (Master’s degree preferred) with 5+ years of progressive leadership experience with large-scale contact center operations, including managing 24/7/365 environments.
Demonstrated experience leading high-volume contact centers (300+ staff) with responsibility for workforce management, staffing strategy, performance optimization, and delivery of services to large, diverse customer populations.
Proven ability to analyze and manage operational performance metrics and KPIs (e.g., call volume, service levels, response times, customer satisfaction), using data-driven insights to drive continuous improvement and operational efficiency.
Strong leadership and team development skills, with experience coaching and developing managers and staff, fostering accountability, collaboration, and a high-performance, customer-focused culture.
Experience managing government or large-scale contracts and ensuring regulatory compliance, including knowledge of data privacy, performance standards, quality assurance frameworks, and vendor/subcontractor oversight.
Must have a Public Trust Tier 2 investigation or higher and must be an U.S. citizen who speaks fluent English

Nice To Haves

Former Military/Veteran, Military Spouse, or Wounded Warrior
PMP Certification

Responsibilities

Manages on time, on budget delivery of projects and services to project resources as needed to ensure project delivery in accordance with client expectations and success factors.
Directs the 24/7/365 call center operations for service delivery to over 5 million eligible participants.
Develops an appropriately detailed project plan and timeline
Provides long-term, business critical project management expertise as needed
Develops and enhances services as a key profitability resource within the company through the direction and supervision of other resources and continued recruiting of talent
Ensures appropriate staffing to meet contractual requirements and risk mitigation for reducing staffing gaps
Supervises managers responsible for delivery of operations conducted by 300 staff members
Provides strategic oversight for training, professional development, quality, and operational oversight for staff
Provides clinical leadership and direction for creation and execution of call center policies and practices
Leads a team of managers to successfully deliver high quality, customer-focused, cost effective, and efficient service to eligible customers
Consistently monitors staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands
Promotes accountability and teamwork through leadership and strong communications amongst peers, subordinates, and across the call center organization
Collaborates with and relates to internal stakeholders across the organization
Ensures full compliance with all contract requirements, schedules, and provisions
All other duties as assigned