Director of Call Center Operations

Description

The Director of Call Center Operations manages all aspects of call center activities in support of the program. Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution. Develops and implements strategies to meet the programs goals and objectives, increasing customer experience and efficiency. Manages and leads a team of Contact Center support staff, Contact Center Triage Consultants and specialty consultants. Provides guidance, coaching, and support to deliver high levels of user engagement and satisfaction. Monitors Contact Center performance metrics and operational KPIs, such as call volume, response times, customer satisfaction scores. Identifies trends, issues, and opportunities for improvement. Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction. Implements best practices and innovative solutions to enhance reporting and overall customer experience. Establishes and maintains quality assurance programs to ensure consistent and high-quality customer interactions. Collaborates with external vendors and partners to ensure seamless integration of outsourced services. Ensures that Contact Center operations comply with industry regulations and standards, including data privacy laws and consumer protection regulations. Analyzes data related to program outcomes, participant satisfaction, and impact to make informed decisions for program enhancements. Identifies and mitigates potential risks associated with program operations, confidentiality, and participant well-being. Provides regular updates to stakeholders regarding program performance, achievements, challenges, and strategic recommendations.

Responsibilities:

• Manages on time, on budget delivery of projects and services to project resources as needed to ensure project delivery in accordance with client expectations and success factors. Directs the 24/7/365 call center operations for service delivery to over 5 million eligible participants. Develops an appropriately detailed project plan and timeline
• Provides long-term, business critical project management expertise as needed
• Develops and enhances services as a key profitability resource within the company through the direction and supervision of other resources and continued recruiting of talent
• Ensures appropriate staffing to meet contractual requirements and risk mitigation for reducing staffing gaps
• Supervises managers responsible for delivery of operations conducted by 300 staff members
• Provides strategic oversight for training, professional development, quality, and operational oversight for staff
• Provides clinical leadership and direction for creation and execution of call center policies and practices Leads a team of managers to successfully deliver high quality, customer-focused, cost effective, and efficient service to eligible customers
• Consistently monitors staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands
• Promotes accountability and teamwork through leadership and strong communications amongst peers, subordinates, and across the call center organization
• Collaborates with and relates to internal stakeholders across the organization
• Ensures full compliance with all contract requirements, schedules, and provisions
• All other duties as assigned

Qualifications:

• Bachelor's degree in Business Management, Mental Health, or a related field (Master's degree preferred) with 5+ years of progressive leadership experience with large-scale contact center operations, including managing 24/7/365 environments.
• Demonstrated experience leading high-volume contact centers (300+ staff) with responsibility for workforce management, staffing strategy, performance optimization, and delivery of services to large, diverse customer populations.
• Proven ability to analyze and manage operational performance metrics and KPIs (e.g., call volume, service levels, response times, customer satisfaction), using data-driven insights to drive continuous improvement and operational efficiency.
• Strong leadership and team development skills, with experience coaching and developing managers and staff, fostering accountability, collaboration, and a high-performance, customer-focused culture.
• Experience managing government or large-scale contracts and ensuring regulatory compliance, including knowledge of data privacy, performance standards, quality assurance frameworks, and vendor/subcontractor oversight.
• Must have a Public Trust Tier 2 investigation or higher and must be an U.S. citizen who speaks fluent English

Preferred Qualifications:

• Former Military/Veteran, Military Spouse, or Wounded Warrior
• PMP Certification

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If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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