Federal Contact Center Program Manager

Federal Contact Center Program Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Federal Contact Center Program Manager to oversee the full execution of a government contact center program, ensuring all project requirements are met and operations run effectively across a workforce of approximately 200 staff. This role directs planning, staffing, financial coordination, performance monitoring, and communication with government officials. The Program Manager ensures the program meets contractual obligations, maintains high-quality service delivery, and drives continuous improvement in processes, technology, and customer experience.

Key Responsibilities:

• Manage and implement all project requirements for a Contact Center supporting a federal government program.
• Organize, direct, and coordinate all program support activities, including staffing, operations, and resource planning.
• Monitor and analyze performance data, reporting results and trends to government leadership.
• Lead program communications and ensure stakeholders receive clear, timely, and comprehensive updates.

Stakeholder & Government Coordination:

• Serve as the primary point of contact for government program officials regarding project status, issues, and escalations.
• Keep the Federal Program Director and CORs informed of emerging issues, risks, and operational concerns.
• Ensure all communications with government stakeholders are accurate, consistent, and aligned with expectations.

Operational & Financial Management:

• Coordinate financial and staffing resources to support program goals and maintain operational readiness.
• Oversee subcontractor activities to ensure compliance, performance, and alignment with program standards.
• Prepare operational, management, and financial reports as required.

Training & Process Governance:

• Coordinate training activities to ensure staff remain current on agency programs and customer service requirements.
• Create, revise, and maintain program SOPs and operational documentation.
• Manage IT change control requests and ensure updates are communicated and implemented effectively.

Innovation & Continuous Improvement:

• Research emerging contact center technologies and recommend opportunities to enhance program processes and service delivery.
• Track, report, and communicate the status of ongoing program projects and initiatives.
• Support continuous improvement efforts to strengthen customer experience and operational efficiency.

Qualifications:

• Experience managing a contact center operation of approximately 200 staff or larger.
• Proven leadership experience in program or project management within a government contract or regulated environment.
• Strong understanding of contact center operations, performance metrics, and customer service best practices.
• Experience managing budgets, staffing plans, and subcontractor performance.
• Excellent communication, stakeholder-management, and problem-solving skills.
• Ability to oversee SOP development, training coordination, and change control processes.
• PMP certification is a strong plus.
• Bachelor's degree in Business Administration, Project Management, Public Administration, or a related field.

Must be able to pass a federal background check that includes a credit check.