Contact Center Project Manager

Contact Center Project Manager

Clearance: Active Secret Security Clearance Required

Location: Remote

Job Description:

Integral Federal is actively seeking an experienced Contact Center Project Manager to join a new technical contact center support team for a federal agency. We are seeking a hands-on, capable project manager with contact center expertise to focus on support functions for a new application leveraging Amazon Connect and chat technologies, and using Salesforce as an ITSM solution.

Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Responsibilities:

The Contact Center Project Manager is responsible for providing hands-on management and guidance, overseeing a team of contact center agents, and ensuring the effective and efficient delivery of service desk services in alignment with best practices. The role encompasses direct communication with the Service Desk Program Manager and stakeholders, as well as internal team members to drive optimal customer support, performance, and operational efficiency.

Team Leadership and Guidance:

* Provide hands-on management to the contact center team, leading customer service discussions to resolve end-user issues.

* Offer prompt and timely status reports during tasks, projects, or troubleshooting events to the Service Desk Program Manager and client stakeholders as applicable.

* Manage, motivate, and provide continuous support to contact center agents.

* Remain visible and accessible to staff, addressing questions and offering guidance.

* Handle escalated calls and incidents, and assist agents as needed, ensuring a thorough understanding of issues faced by contact center agents.

Operational Management:

* Monitor queue(s), tracking inbound calls, and ensure agents are aware of key metrics like call waiting, abandonment rates, etc.

* Present performance and monitoring reports periodically to stakeholders.

* Develop recommendations for improving customer service operations based on best practices.

Reporting and Analytics:

* Ensure timely submission of monthly reports inclusive of ASD Service Desk. performance metrics, capacity trends, and forecasts.

* Report operational risks, concerns, and issues to the COR.

* Collect, analyze, and summarize data for ASD performance reports, identifying trends.

Training and Development:

* Oversee the creation, maintenance, and delivery of product and service training to all contact center agents.

* Work diligently to optimize the orientation period for new agents.

* Collaborate with system and application PMs to develop and refine training materials and knowledge.

Service Delivery:

* Ensure high-quality, consistent customer support, ensuring all services meet or exceed internal and external Service Level Agreements (SLAs).

* Participate in daily IT operations meetings, maintaining ASD awareness of enterprise IT issues and activities.

Specialist Knowledge:

* Maintain expert knowledge and experience in supporting critical agency applications and systems.

* Collaborate with other PMs to enhance contact center responses based on this knowledge.

Required:

Qualifications Required:

* 8 years of experience in a fast-paced and high-volume multi-channel contact center environment supporting a government agency.

* Strong understanding and experience with Amazon Connect, Chat support, Salesforce, and other related ITSM tools.

* Proven leadership skills with the ability to manage and motivate teams of at least twenty-five (25) people.

* Exceptional communication skills with the ability to engage with both technical and non-technical stakeholders.

* Demonstrated experience in preparing and presenting detailed reports.

* Strong analytical and problem-solving skills.

* ACTIVE SECRET CLEARANCE REQUIRED

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 Charlottesville, Fredericksburg, DC 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