Contact Center Scheduling Manager jobs in Washington, DC

Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Contact Center Project Manager
  • Integral Federal, Inc
  • Vienna, VA FULL_TIME
  • Contact Center Project Manager
    Job Locations US-VA-Vienna
    # of Openings 1 Category Information Technology Clearance Secret Clearance Status Active
    Overview

    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

    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.

    Qualifications

    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

    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 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

     

  • 22 Days Ago

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Contact Center Project Manager
  • Integral
  • Vienna, VA FULL_TIME
  • Overview Contact Center Project Manager Clearance: Active Secret Security Clearance Required Location: Remote Job Description: Integral Federal is actively seeking an experienced Contact Center Projec...
  • 23 Days Ago

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Contact Center Operations Manager
  • Goldschmitt and Associates
  • Leesburg, VA FULL_TIME
  • Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Program...
  • 2 Days Ago

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Assistant Contact Center Manager
  • United States Senate Federal Credit Union
  • Alexandria, VA FULL_TIME
  • Job Description Mission: In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and securi...
  • 13 Days Ago

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Contact Center Representative
  • Golden Key Group
  • Landover, MD FULL_TIME
  • About GKG With a passion for excellence, Golden Key Group (GKG) helps clients solve their strategic, organizational, and operational challenges to better meet their mission demands. We have serviced m...
  • 20 Days Ago

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MSR Contact Center
  • TOPSIDE FEDERAL CREDIT UNION
  • Fredericksburg, VA OTHER
  • Job Details Job Location: Massaponax - Fredericksburg, VA Position Type: Part Time Education Level: High School Salary Range: Undisclosed Travel Percentage: None Job Shift: Day Job Category: Entry Lev...
  • 20 Days Ago

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0 Contact Center Scheduling Manager jobs found in Washington, DC area

A
Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/29/2024 12:00:00 AM

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IT Service Desk Supervisor (Remote/Laurel, MD)
  • Cayuse Technologies
  • Washington, DC
  • JOB TITLE: IT Helpdesk Supervisor LOCATION: Remote (located in the DC/Baltimore/Laurel, MD areas) SALARY: $24.00-$27.00 ...
  • 3/29/2024 12:00:00 AM

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IT Specialist (Customer Support)
  • General Accountability Office
  • Washington, DC
  • ** IT Specialist (Customer Support)** **Legislative Branch** ** Information Systems and Technology Services (ISTS)** **S...
  • 3/29/2024 12:00:00 AM

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Telecom Customer Service Representative
  • Usadscenter
  • Washington, DC
  • **Telecom Customer Service Representative** Washington DC 2014-12-16 Ad ID: 123309 Company Job Offer: Customer Service J...
  • 3/29/2024 12:00:00 AM

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Customer Care Associate (ON-SITE)
  • COLONIAL PARKING INC
  • Washington, DC
  • Job Details Job Location Headquarters [9009] - G&A - Washington, DC Job Shift Weekday Description Company Overview: Colo...
  • 3/28/2024 12:00:00 AM

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Senior Practice Innovation Analyst
  • Crowell & Moring
  • Washington, DC
  • Company Description Job Description Crowell & Moring LLP is an international law firm with offices in the United States,...
  • 3/28/2024 12:00:00 AM

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Manager Customer Success- Digital Marketing Solutions- Team Lead (Remote)
  • Broadridge Financial Solutions
  • Washington, DC
  • At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/27/2024 12:00:00 AM

Washington, D.C. is located in the mid-Atlantic region of the U.S. East Coast. Due to the District of Columbia retrocession, the city has a total area of 68.34 square miles (177.0 km2), of which 61.05 square miles (158.1 km2) is land and 7.29 square miles (18.9 km2) (10.67%) is water. The District is bordered by Montgomery County, Maryland to the northwest; Prince George's County, Maryland to the east; Arlington County, Virginia to the south; and Alexandria, Virginia to the west. The south bank of the Potomac River forms the District's border with Virginia and has two major tributaries: the An...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Scheduling Manager jobs
$106,713 to $153,387
Washington, District of Columbia area prices
were up 1.3% from a year ago

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