Senior Contact Center Project Manager

• Washington, DC
• Orlando, FL

• Lead the end-to-end management of contact center projects, including planning, execution, monitoring, and completion.
• Develop and maintain project schedules, track project milestones, and ensure on-time, on-budget delivery.
• Oversee the deployment of new contact center systems, tools, and software, ensuring seamless integration and alignment with federal standards and guidelines.

• Collaborate closely with client stakeholders, agency representatives, and internal leadership to define project objectives and requirements.
• Provide regular status updates, report on project metrics, and manage stakeholder expectations.
• Facilitate project meetings, ensuring alignment on project scope, timelines, and deliverables.

• Lead cross-functional project teams, including IT, operations, customer service, and third-party vendors.
• Assign tasks, monitor performance, and provide guidance to ensure project goals are met.
• Mentor and develop junior team members, promoting a culture of excellence and accountability.

• Ensure all project activities adhere to federal regulations, cybersecurity standards, and quality assurance protocols.
• Conduct quality control reviews, identifying and addressing any issues to maintain compliance and service level agreements (SLAs).
• Implement best practices and process improvements to enhance contact center performance and customer satisfaction.

• Develop and manage project budgets, monitoring expenditures and ensuring cost-effective use of resources.
• Coordinate with procurement and finance teams to secure necessary resources and manage vendor contracts.

• Experience: Minimum of 10 years of experience in project management, with at least 5 years managing contact center projects, preferably within the federal government or a government contractor environment.
• Project Management Expertise: Proven experience with project management methodologies (e.g., Agile, Waterfall, or hybrid), as well as tools like MS Project, JIRA, or equivalent.
• Contact Center Knowledge: In-depth understanding of contact center operations, customer service best practices, and multi-channel support (voice, chat, email).
• Stakeholder Communication: Excellent written and verbal communication skills, with the ability to clearly convey complex information to various stakeholders.
• Leadership and Team Management: Demonstrated ability to lead, mentor, and motivate teams, with strong decision-making and problem-solving skills.
• Compliance and Regulatory Knowledge: Familiarity with federal guidelines, security requirements, and compliance standards relevant to government contracting (e.g., FISMA, FedRAMP).
• Education: Bachelor's degree in business, Project Management, Information Technology, or a related field.

Desired Skills and Qualifications

• Certifications: PMP, Certified Contact Center Manager (CCCM), or other relevant project management and contact center certifications.
• Technical Proficiency: Experience with contact center technologies, including CRM, IVR systems, and AI-driven customer support solutions.
• Government Contracting Knowledge: Understanding of federal acquisition regulations (FAR) and experience in a government contractor environment.
• Analytical Skills: Proficiency in data analytics and performance reporting to assess contact center metrics and make data-driven decisions.
• Continuous Improvement: Experience in process improvement methodologies (e.g., Lean, Six Sigma) to optimize contact center operations.