Contact Center Operations Manager

Responsibilities for this Position Location: USA PA Philadelphia
Full Part/Time: Full time
Job Req: RQ203696

Type of Requisition:
Pipeline

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
None

Job Family:
Project/Task Management

Job Qualifications:

Skills:
Contact Center Operations, Contact Center Services, People Management, Project Management
Certifications:
None
Experience:
6 + years of related experience
US Citizenship Required:
No

Job Description:

As a Contact Center Operations Manager with GDIT, you will actively promote the open expression of ideas and encourage collaboration at all levels within the organization. You will leverage leadership and management competencies to enhance the customer experience through continuous service improvement and foster a high performance culture. Additionally, you will apply critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks.

Responsibilities and Duties:

• Lead and manage multiple teams to deliver exceptional customer service, efficiency, and professional aptitude
• Motivate, coach, develop and mentor teams of professionals to prepare action plans to meet and/or exceed performance objectives
• Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire individual and team performance
• Collect, interpret and analyze data and reports to identifying patterns and trends in data sets, in order to inform business decisions
• Manage day to day delivery of services and ensure team commitment to meet or exceed service level agreements (SLAs), key performance indicators (KPIs)
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes
• Provide management support to supervisors and team members in a 24x7 operational environment
• Plan, monitor, appraise, and review job contributions of team members
• Ensure all operational processes and procedures are clearly documented and maintained
• Collaborate with senior government stakeholders; providing updates on service and performance
• Participate in transition management and improvement initiatives
• Identify customer service trends and collaborate with other functional areas to develop and implement best practices and service improvements
• Continually improve procedures to deliver business value
• Perform market research to stay abreast of the competitive landscape, and provide input to strategic planning
• Coordinate with human resources and staffing functions to ensure new personnel meet or exceed hiring standards
• Assists human resources with recruitment, supervision, assignments, and career development
• Assist with authoring technical proposals, white papers and marketing materials in support of proposals and other business development initiatives
• Assist with the development of Basis of Estimates (BOE) in support of proposals and other business development initiatives
• Ensure staffing for all access channels consistent with performance measures.
• Ensure adherence to schedules, real time management of staffing and contact queues.
• Ensure that a comprehensive training plan is implemented for all staff.
• Ensure a comprehensive quality assurance (QA) plan is implemented in the contact center.
• Provide technical assistance to the planning, design, installation, modification, and operation of telecommunications and information systems capabilities.
• Suggest improvements and efficiencies based on observations of the operation and quality of customer experiences.
• Coordinate work with the Customer Relationship Management (CRM) System Administrator to support the development and implementation of new features and services of the CRM according to business rules.

Knowledge, Skills, and Abilities:

Required:

• Bachelor's degree in business, communications, or a related field.
• 6+ years of experience overseeing operations, including the planning and execution of all operations of a high-volume contact center with approximately 1M contacts per year.
• Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, call scripting, call routing, data analysis, omnichannel operations, standard operating procedures, and conflict resolution and CSR training.
• Knowledge of contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
• Workforce management skills sufficient to ensure staffing for all communications channels is sufficient to meet performance measures, including real-time management.

Location: Remote, with an anticipated 25% - 50% travel

Timeline: This position is contingent, expected to start in January 2026.

GDIT IS YOUR PLACE:

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional growth opportunities including paid education and certifications

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays

The likely salary range for this position is $125,528 - $169,832. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
10-25%

Telecommuting Options:
Hybrid

Work Location:
USA PA Philadelphia

Additional Work Locations:
USA IN Indianapolis, USA NM Albuquerque

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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