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Contact Center Director

2 months ago

Vienna, United States Integral Services Company Full time

Overview:

Contact Center Director

Coverage required from 8am to 8pm EST, Monday through Friday

Security Requirement: Active Secret Clearance

Integral Federal is seeking a seasoned Contact Center Director to lead our dynamic contact center support team, serving a critical federal agency. This pivotal role is designed for a strategic visionary adept in forging robust trust relationships, offering insightful strategic recommendations, and propelling operational efficiency and service quality to new heights. Leveraging state-of-the-art technologies like Amazon Connect and Lex platforms, coupled with Salesforce for ITSM, the Director will ensure our service delivery aligns seamlessly with the agency's mission and exceeds their expectations.

The ideal candidate will possess a robust understanding of federal agency operations and the unique challenges they present. As the Contact Center Director, you will be instrumental in shaping the future of our customer service delivery, ensuring alignment with strategic agency goals and delivering unparalleled service quality.

Responsibilities:

Strategic Leadership and Vision:

Develop and execute a comprehensive contact center strategy that aligns with the agency's goals and objectives, ensuring operational excellence and superior customer service.

Foster a culture of continuous improvement, innovation, and agility within the contact center, adapting to evolving customer needs and technological advancements.

Engage with senior stakeholders, including federal agency representatives and Integral Federal leadership, to define service expectations, report on performance, and secure support for strategic initiatives.

- Support Integral Federal efforts to develop and market a service offering to other Federal agencies contact center operations; directly support new business effots.

Operational Excellence:

Oversee the entire contact center operation, ensuring seamless integration of technologies such as Amazon Connect and Salesforce to enhance service delivery and customer satisfaction.

Implement best practices in contact center management, leveraging data analytics to inform decision-making and drive operational efficiencies.

- Explore options to implement new technologies for greater efficiencies.

Ensure compliance with all regulatory and security requirements, maintaining the integrity of confidential information and the security of the contact center environment.

Team Development and Leadership:

Lead, inspire, and mentor the contact center management team, promoting a high-performance culture that attracts, retains, and develops top talent.

Champion the professional development of team members, providing opportunities for growth and advancement within the organization; successfully manage the performance management process for all employees within the program(s).

Encourage collaboration and knowledge sharing across the team, ensuring a cohesive approach to customer service and problem resolution.

Performance Management and Reporting:

Establish and monitor key performance indicators (KPIs) to assess the effectiveness of the contact center, implementing corrective actions as necessary to meet or exceed SLAs.

Provide regular, comprehensive reports to Integral Federal and agency stakeholders, offering insights into performance, trends, and strategic opportunities.

Drive the adoption of innovative solutions and technologies to enhance reporting capabilities and operational transparency.

Qualifications:

Required:

12+ years of experience in leadership roles within high-volume, multi-channel contact centers, preferably supporting government agencies.

Demonstrated success in strategic planning, team leadership, and operational management in a contact center environment staff by 100+ individuals.

Demonstrated experience standing up a new program of 100+ FTEs, ideally in the call center or help desk arenas.

Expertise in contact center technologies, with a preference for candidates experienced with Amazon Connect, chat solutions, and Salesforce.

Exceptional communication and stakeholder management skills, with a proven ability to engage effectively with both technical teams and high-level agency representatives.

Strong analytical skills, with a track record of using data to drive strategic decisions and improve operational performance.

Active Secret Clearance is mandatory, in accordance with Department of Defense requirements.

Company Overview:

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, VA, and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal

Our package also includes:

Medical, Dental & Vision Insurance

Flexible Spending Accounts

Short-Term and Long-Term Disability Insurance

Life Insurance

Paid Time Off & Holidays

Earned Bonuses & Awards

Professional Training Reimbursement

Paid Parking

Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.