Scheduling & Contact Center Director
CGI•Fairfax, VA
•Hybrid
About The Position
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.
Requirements
- 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
Nice To Haves
- COPC certification (if cost effective)
- Experience with federal beneficiary contact systems
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
Benefits
- 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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What This Job Offers
Job Type
Full-time
Career Level
Director
