High-Level Contact Center Operations Director

2 weeks ago


Dinan, Bretagne, United States Guidehouse Full time

About the Role

Guidehouse seeks a highly skilled and experienced Contact Center Program Manager to lead our day-to-day operations and ensure our contact center meets its performance and service goals. This is an excellent opportunity for a seasoned professional with a strong track record in managing large-scale contact centers, overseeing teams, and driving continuous improvement initiatives.

Key Responsibilities

  • Develop and implement strategies to improve operational efficiency, ensuring timely issue resolution and high-quality customer service.
  • Lead and motivate a team of team leaders, providing coaching and guidance to enhance their skills and performance.
  • Monitor key metrics, such as service levels, average handling time, and adherence to processes, to inform data-driven decisions.
  • Liaise between executive leadership and operational teams to ensure seamless communication and collaboration.
  • Manage escalations from supervisors/team leaders and provide support to resolve complex issues.

Requirements

  • A bachelor's degree or higher.
  • Ten or more years of project management experience, preferably in a contact center environment.
  • Demonstrated expertise in managing large-scale contact centers (400+ agents), hybrid oversight environments, and federal government programs.
  • A valid SECRET Federal or DoD security clearance.

Benefits

  • A comprehensive total rewards package, including competitive compensation, flexible benefits, and opportunities for professional growth.
  • Medical, dental, and vision insurance, plus other perks like personal and family sick time, company-paid holidays, and a discretionary variable incentive bonus.
  • A 401(k) retirement plan, life insurance, health savings account, and dependent care flexible spending accounts.
  • Employee referral program, tuition reimbursement, personal development and learning opportunities, skills development and certifications, and more.

What We Offer

  • An inclusive and supportive workplace culture that values diversity, equity, and inclusion.
  • The chance to work on high-profile projects, collaborate with experts, and develop your skills in a dynamic environment.
  • A range of employee benefits, including parental leave, adoption assistance, student loan paydown, and emergency backup childcare.

About Us

Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. We are committed to creating a diverse and supportive workplace where everyone has the opportunity to thrive.



  • Dinan, Bretagne, United States Guidehouse Full time

    Join Guidehouse and elevate your career as a seasoned professional in contact center management. Our esteemed company, Guidehouse, offers a comprehensive benefits package to ensure the well-being of our employees.We are seeking an accomplished Contact Center Program Manager to lead our team with expertise. The ideal candidate will possess exceptional...


  • Dinan, Bretagne, United States The T.E.A. Center Full time

    We are seeking an exceptional Administrative Director for Childcare Operations to join our team at The T.E.A. Center in McLean, VA.Job OverviewThis role is a fantastic opportunity for a highly organized and detail-oriented individual who is passionate about childcare and education.Estimated Salary: $60,000 - $80,000 per yearResponsibilities:Manage day-to-day...


  • Dinan, Bretagne, United States MedStar Health Full time

    Surgical Ambulatory Services Leader OpportunityWe are seeking a highly skilled and experienced leader to serve as the Director of our Ambulatory Surgery Center. The ideal candidate will have a strong background in clinical operations, leadership, and management.About MedStar HealthMedStar Health is a non-profit healthcare organization dedicated to providing...


  • Dinan, Bretagne, United States Orbis Operations Full time

    Job OverviewWe are seeking a skilled Intelligence Operations Specialist to lead program planning and evaluation activities for a client in the US Intelligence Community.The Strategic Ops Advisor will have the opportunity to demonstrate subject matter expertise, intellectual agility, all-source analysis, and research acumen by leading operational efforts to...


  • Dinan, Bretagne, United States The T.E.A. Center Full time

    The T.E.A. Center is seeking an experienced and detail-oriented Child Care Center Operations Manager to join our team. This is a fantastic opportunity for a motivated individual who enjoys working with people and has excellent organizational skills.Job DescriptionAbout the Role:We are looking for someone who can provide exceptional support to our teachers,...


  • Dinan, Bretagne, United States General Dynamics Information Technology Full time

    Job OverviewWe are seeking a skilled High-Level Executive Assistant to join our team at General Dynamics Information Technology.About the RoleThis is an exciting opportunity for a highly motivated and organized individual to provide administrative support to a designated Senior Executive. The ideal candidate will have a strong background in executive office...


  • Dinan, Bretagne, United States Acclaim Technical Services Full time

    At Acclaim Technical Services, we're seeking a seasoned Linux Systems Engineer with TS/SCI clearance and polygraph to join our Mission Technology Division in McLean, VA.Company OverviewWe're a leading language, operations, and technology services company supporting a wide range of U.S. Federal agencies. Our commitment to employee stock ownership has earned...


  • Dinan, Bretagne, United States Booz Allen Hamilton Full time

    Job Overview:We are seeking a skilled Strategic Operations Director to join our team at Booz Allen Hamilton. This is an exceptional opportunity for a motivated professional to drive the ongoing development and delivery of innovative solutions.The successful candidate will provide operational leadership and executive advisory services to our organization,...


  • Dinan, Bretagne, United States Capital One Full time

    Job OverviewWe are seeking an experienced technology leader to oversee a diverse portfolio of projects and teams at Capital One. As the Director of Engineering Operations, you will be responsible for leading the development and implementation of cutting-edge technology solutions that meet regulatory needs and drive powerful experiences for millions of...


  • Dinan, Bretagne, United States The T.E.A. Center Full time

    Job SummaryWe are seeking an experienced and organized Childcare Coordinator to join our team at The T.E.A. Center in the McLean area.ResponsibilitiesManage day-to-day operations of the childcare center, ensuring a safe and respectful environment for children and staff.Coordinate onsite enrichment classes, greet and receive students and visitors, and conduct...


  • Dinan, Bretagne, United States Contact Government Services, LLC Full time

    At Contact Government Services, LLC, we are seeking an experienced Administrative Legal Services Coordinator to provide high-level support for a large global law firm. This role involves providing administrative, clerical, and legal support, as well as maintaining files and documents in a designated order.About the RoleThis is a full-time position that...


  • Dinan, Bretagne, United States Ally Behavior Centers Full time

    About Ally Behavior CentersAlly Behavior Centers is a dynamic and rewarding place to work that offers superior growth and leadership opportunities in a supportive, engaging environment. Our mission is to deliver the highest quality therapy to help our early learners reach their potential to communicate, improve social skills, and prepare for academic...


  • Dinan, Bretagne, United States Somatus, Inc. Full time

    About the RoleWe are seeking a highly skilled and experienced Sr. Director of Training to join our team at Somatus, Inc. As a key member of our organization, you will play a pivotal role in driving and executing all aspects of clinical training across the organization.ResponsibilitiesDevelop, coordinate, and implement clinical, operations, and product...


  • Dinan, Bretagne, United States LVI Associates Full time

    LVI Associates is seeking an experienced Real Estate Development and Construction Leader to oversee the full life-cycle of data center and commercial construction and development projects. This is a unique opportunity to join a leading real estate development company and contribute to the growth and innovation of our organization.About the CompanyLVI...


  • Dinan, Bretagne, United States Superior Talent Source Full time

    Role SummaryWe are seeking an accomplished Executive Chef to lead the culinary team at a prestigious Upscale Steak & Seafood concept.About the RoleThe Executive Chef will be responsible for ensuring culinary excellence, developing the kitchen team, managing kitchen operations, and delivering exceptional dining experiences.Key ResponsibilitiesCulinary...


  • Dinan, Bretagne, United States Capital One Full time

    OverviewCapital One is seeking a highly skilled Strategic Operations Manager to join our team. This role will play a critical part in driving operational excellence and supporting the Director, Chief of Staff for the Developer Experience (DevX) Product organization.Job SummaryThe Strategic Operations Manager will be responsible for establishing and running...


  • Dinan, Bretagne, United States Aireon LLC Full time

    Aireon, a leading provider of global air traffic surveillance systems, is seeking an experienced Service Desk Operations Manager to support the delivery of its safety-critical service.The successful candidate will be responsible for managing daily operations, leading a team of professionals, and ensuring high-quality customer service. With a strong...


  • Dinan, Bretagne, United States Capital One Financial Corporation Full time

    At Capital One Financial Corporation, we are seeking a seasoned professional to lead our Project Management efforts. As Senior Director, Enterprise Strategy, you will play a crucial role in advancing our business vision by partnering with key stakeholders across the enterprise.About UsWe are a leading financial services company dedicated to helping our...


  • Dinan, Bretagne, United States Ernst and Young Full time

    Company OverviewEy exists to build a better working world, helping to create long-term value for clients, people, and society. Our teams in over 150 countries provide trust through assurance and help clients grow, transform, and operate.Job DescriptionWe're seeking an experienced Government and Public Sector Markets Finance Director who can lead our finance...


  • Dinan, Bretagne, United States Capital One Full time

    About the Role:A high-level Director of Technical Program Management role has become available at Capital One.As a key member of the Enterprise product and platform organization, you will be responsible for leading programs that deliver on critical business goals and building large scale products and platforms.You will collaborate with cross-functional teams...