Contact Center Manager

Senior Contact Center Manager

Blu Omega is seeking a Sr Contact Center Manager to support an FDA program focused on modernizing and consolidating customer engagement into an enterprise-wide contact center supported by an integrated CRM platform. This role operates within a federal contact center and CRM environment and is responsible for leading contact center operations and optimization across a tiered service model. The position requires experience supporting contact center leadership, performance management, operational improvement, and CRM execution within a mission-driven environment.

Responsibilities

• Manage large, multi-tiered contact center teams through the full employee lifecycle within federal contracting environments, including adherence to OCI boundaries
• Track and report on key performance metrics (AHT, FCR, NPS, CSAT, SLAs) and translate data into actionable insights and formal deliverables for senior government stakeholders
• Design SOPs and workflows and apply continuous improvement methodologies (Lean, Six Sigma) to meet government-defined performance benchmarks under PWS/SOW requirements
• Serve as the senior escalation point for complex complaints in a regulated or federal environment to ensure timely resolution and a positive customer experience
• Use workforce management (WFM) tools to optimize staffing, forecast call volumes, and proactively resolve operational disruptions
• Develop and manage operational budgets in a federal contracting environment, ensuring alignment with contract financial targets and government reporting requirements
• Execute CRM roadmaps across major platforms (e.g., Salesforce, ServiceNow) with working knowledge of federal IT compliance requirements (FISMA, FedRAMP)

Required Qualifications

• BS in Business Administration, Communications, Information Systems, Public Administration, or related discipline, or equivalent technical experience/certification
• 8–10 years of progressive experience in contact center management
• 3–5 years in a senior or supervisory management role
• Experience managing large, multi-tiered contact center teams within federal contracting environments, including adherence to OCI boundaries
• Experience tracking and reporting on key KPIs (AHT, FCR, NPS, CSAT, SLAs) and producing formal deliverables for senior government stakeholders
• Experience designing SOPs and workflows and applying continuous improvement methodologies (Lean, Six Sigma)
• Experience using workforce management (WFM) tools to optimize staffing and forecast call volumes
• Experience developing and managing operational budgets in a federal contracting environment
• Experience executing CRM roadmaps across platforms (e.g., Salesforce, ServiceNow) with working knowledge of FISMA and FedRAMP
• Ability to pass a Public Trust background investigation prior to start date

Preferred Qualifications

• Advanced degree (MS/MBA)
• PMP (Project Management Professional)
• COPC Certification or equivalent contact center quality standard
• Six Sigma Green/Black Belt
• Workforce Management Certification (e.g., CWPP via SWPP)

Compensation Salary Range: $160,000.00 - $170,000.00 Final compensation is based on technical skills, experience, education, certifications, and clearance.

Blu Omega Benefits & Perks

• Medical, Dental, and Vision coverage through national providers
• 401(k) with company match (eligible after 6 months; vesting applies)
• Company-paid Life and AD&D insurance with additional voluntary options
• Short-term disability (company-paid) and long-term disability options
• Employee Assistance Program (EAP) with 24/7 confidential support and mental health resources
• Telehealth and virtual care options available through medical plans
• Pet insurance, legal services, and identity theft protection options
• Paid Time Off (PTO) for eligible employees
• Paid federal holidays for salaried employees
• Access to wellness programs, discounts, and lifestyle benefits
• Benefits eligibility and offerings may vary based on role, employment status, and program requirements

Company Overview Blu Omega is a Woman-Owned Small Business (WOSB) delivering technology and cybersecurity solutions to federal agencies and enterprise clients nationwide. Headquartered in Ashburn, VA, we support mission-critical programs across civilian and defense sectors, including health, national security, and regulatory environments.

We partner with government agencies and large integrators to provide expertise in cybersecurity operations, cloud and infrastructure modernization, data and analytics, and enterprise IT support. Our teams are experienced operating within federal contracting environments, supporting task orders, recompetes, and programs requiring cleared personnel and compliant delivery.

Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.