See more Collapse

Contact Center Director

2 months ago

Vienna, United States Integral Consulting Services 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.

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.* 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.* 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.* 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 Federal is united by a shared passion of excellence in service. We are an Equal Opportunity Employer that cultivates a culture of diversity, equity, and inclusion, and are headquartered in Rockville, MD with offices in Tysons Corner, Charlottesville, Fredericksburg, and Aberdeen.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401K. That means you don't have to wait an entire year to earn matching funds for your retirement contributions Give us a try and become part of a curated group of intelligence professionals at Integral Federal Inc.

Our package also includes:

* Medical, Dental & Vision Insurance* Flexible Spending Accounts* Short-Term and Long-Term Disability Insurance* Life Insurance* Paid Time Off - Holidays, Vacation & Sick Days* Earned bonuses and awards* Professional Training Reimbursement* Paid Parking* Employee Assistance Program #J-18808-Ljbffr

We have other current jobs related to this field that you can find below

  • Contact Center Director

    1 month 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...

  • Contact Center Agent

    2 months ago

    Vienna, United States Integral Services Company Full time

    Overview: Contact Center Agent - Mid (Tier 2) Remote, Coverage is 8am to 8pm EST Monday through Friday Active Secret Clearance Integral Federal is actively seeking a Mid-Level Analyst to join a new contact center support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, providing exceptional...

  • Contact Center Agent

    3 months ago

    Vienna, United States Integral Services Company Full time

    Overview: Contact Center Agent - Junior (Tier 1) Remote, Coverage is 8am to 8pm EST Monday through Friday Active Secret Clearance Integral Federal is actively seeking Contact Center Agents to join a new contact center support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, providing...

  • Contact Center Team Lead

    1 week ago

    Vienna, United States Integral Services Company Full time

    OverviewContact Center Team Lead - (Federal Agency Support)Remote, Coverage is 8am to 8pm EST Monday through FridayActive Secret Clearance Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individual will be responsible for managing and guiding a team of contact center agents to ensure...

  • Contact Center Team Lead

    1 month ago

    Vienna, United States Integral Services Company Full time

    Overview: Contact Center Team Lead (Federal Agency Support) Remote, Coverage is 8am to 8pm EST Monday through Friday Active Secret Clearance Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individual will be responsible for managing and guiding a team of contact center agents to ensure...

  • Clinical Director

    1 week ago

    Vienna, United States Monte Nido & Affiliates, LLC Full time

    We save lives while providing the opportunity for people to realize their healthy selves.: Clinical DirectorNAME OF FACILITYClifton, VAClementine Twin Lakes, located in Clifton, VA is a residential treatment program exclusively for adolescents seeking treatment for Anorexia Nervosa, Bulimia Nervosa, Binge Eating Disorder, or Exercise Addiction.  At...

  • Director of Administration

    2 months ago

    Vienna, United States Perfect Performance Nova LLC Full time

    Job DescriptionJob DescriptionDirector of AdministrationWho we arePerfect Performance NOVA is the number one sports performance training company focused on athlete development and advocacy in the DMV.  We offer the best sports performance training platform to include: sleep, nutrition, sports psychology, strength, speed, agility and conditioning. ...

  • Director of Land Acquisition

    3 weeks ago

    Vienna, United States D.R. Horton Full time

    *D.R. Horton, Inc., the largest homebuilder in the U.S.,*was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers...

  • Director of Administration

    2 months ago

    Vienna, United States Perfect Performance Nova LLC Full time

    Job DescriptionJob DescriptionBenefits:Bonus based on performanceCompany partiesCompetitive salaryDental insuranceEmployee discountsFree food & snacksHealth insurancePaid time offDirector of AdministrationWho we arePerfect Performance NOVA is the number one sports performance training company focused on athlete development and advocacy in the DMV. We offer...

  • BPA Deputy Program Director

    4 weeks ago

    Vienna, United States Savan Full time

    Job DescriptionJob DescriptionSavan is seeking a BPA Deputy Program Director to lead the management and delivery of a multimillion-dollar program management support services BPA within the federal civilian space. The Deputy Program Director is responsible for meeting all solution, schedule, and cost requirements, including the SLAs for service delivery for...

  • BPA Deputy Program Director

    2 months ago

    Vienna, United States Savan Full time

    Job DescriptionJob DescriptionSavan is seeking a BPA Deputy Program Director to lead the management and delivery of a multimillion-dollar program management support services BPA within the federal civilian space. The Deputy Program Director is responsible for meeting all solution, schedule, and cost requirements, including the SLAs for service delivery for...

  • Travel Director of Nursing

    1 month ago

    Vienna, United States AOM HEALTHCARE Full time

    AOM Healthcare is a premier long term care company, operating twenty one long term care facilities throughout the state of Ohio and is now hiring Full-Time Traveling Director of Nursing who will travel our Northeast, Ohio facilities in Medina, Cortland, Warren, & Hudson, Our team consists of experienced, energetic, dedicated and compassionate individuals...

  • Assistant Director of Nursing

    4 weeks ago

    South Vienna, United States Cardinal Woods Skilled Nursing and Rehab Full time

    Job DescriptionNow hiring Assistant Director of Nursing (ADON)!What We Have To Offer:Competitive Base Pay$8000 Sign on bonusHealth/Dental/Vision InsurancePTO (vacation and sick)Flexible schedulingOn-going training and supportGreat monthly IncentivesAnd Much More! Cardinal Woods Skilled Nursing & Rehab Center is currently seeking skilled, compassionate,...

  • Director Business Development

    2 months ago

    Vienna, United States Crystal Management Full time

    Job DescriptionJob DescriptionWho We Are.At CMIT, we do more than provide real-world solutions. We deliver transformative results. Through cutting-edge technology and process innovations, we are changing how federal and commercial clients worldwide deliver their mission. A service-disabled veteran-owned small business, we take pride in serving our nation...

  • Senior Director of Product Marketing

    1 month ago

    Vienna, United States MicroStrategy Full time

    Company Description MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a...

  • Social Worker

    3 months ago

    Vienna, United States Willows Center - Parkersburg, WV Full time

    NEW GRADS WELCOME! Join our team at Willows as the Social Service Specialist, Monday through Friday, day shift and we offer benefits! Enrich lives as a nursing center Social Services Specialist where you will work with patients/residents and their family members/significant others to identify strengths, social, emotional, and mental health needs and then...

  • Senior Property Manager

    1 month ago

    Vienna, United States The Shopping Center Group Full time

    TSCG, a third party, commercial real estate company, located in Vienna, Virginia, is hiring an experienced Retail Senior Property Manager! This role is a combination of working in our Vienna office (Tysons Corner), visiting your properties/working from your properties, and working from home. Candidate should be able to manage a portfolio with multiple retail...

  • Residential Supervisor for Mental Health Treatment Center

    5 days ago

    Vienna, United States AMFM Healthcare Full time

    Job DescriptionJob DescriptionAMFM Healthcare is looking for a Residential Supervisor to provide superior care for our clients at our Adult Residential Mental Health facilities around Northern Virginia. The Residential Supervisor will be the first point of contact for Client Coordinators and will oversee a team of dedicated professionals in providing...

  • Regional Clinical Advisor

    7 days ago

    Vienna, United States Genesis HealthCare - Parkersburg, WV Full time

    Benefits*Variable compensation plans*Tuition, Travel, and Wireless Service Discounts*Employee Assistance Program to support mental health*Employee Foundation to assist financially with unforeseen hardships*Diverse, Equitable, and Inclusive (DEI) workplace with DEI committee. DEI is a part of our company's DNA.*Nursing Student Loan Debt Repayment and Tuition...

  • Regional Clinical Advisor

    2 weeks ago

    Vienna, United States Genesis HealthCare - Parkersburg, WV Full time

    Benefits*Variable compensation plans*Tuition, Travel, and Wireless Service Discounts*Employee Assistance Program to support mental health*Employee Foundation to assist financially with unforeseen hardships*Diverse, Equitable, and Inclusive (DEI) workplace with DEI committee. DEI is a part of our company's DNA.*Nursing Student Loan Debt Repayment and Tuition...