Remote Senior Program Manager - Contact Center

Key Responsibilities

• Serve as the primary point of accountability for overall contract performance, delivery, and customer satisfaction.
• Oversee all contact center operations (OPA intake and agency lines), ensuring alignment with SLAs, KPIs, and contractual requirements.
• Monitor and analyze performance metrics (e.g., service levels, customer satisfaction, first contact resolution) and implement continuous improvements.
• Manage program budget, control staffing costs, and ensure compliance with all contract requirements, deliverables, and reporting obligations.
• Lead staffing strategy, including hiring, scheduling, training, and retention of qualified personnel.
• Ensure contact center technologies (CRM, IVR, telecommunications systems) are secure, operational, and scalable.
• Direct QA programs, oversee training initiatives, and drive process improvement efforts.
• Provide regular reporting, briefings, and updates to DOL leadership and key stakeholders.
• Identify and mitigate risks while ensuring adherence to federal security standards and continuity of operations.

Required Qualifications

• 15+ years of experience in: Contact center operations management, Large-scale federal or enterprise programs, 10+ years of experience in a Program Manager or equivalent leadership role.
• Demonstrated experience managing: Multi-site contact center operations, Workforce of 100+ full-time employees (FTEs).
• Experience with: Multi-channel customer service environments, Federal contracts and compliance requirements.
• Must reside in the Washington, DC Metro Area (remote work permitted).

Education

• Bachelor's degree in Business Administration, Management, Information Technology, or a related field (preferred).

Preferred Certifications

• PMP (Project Management Professional)
• ITIL (IT Service Management)
• Six Sigma or Lean certification