Role overview

Qualifications

15+ years of experience in contact center operations management
10+ years of experience in a Program Manager or equivalent leadership role
Experience managing multi-site contact center operations
Bachelor's degree in Business Administration, Management, Information Technology, or a related field (preferred)

Responsibilities

Serve as the primary point of accountability for overall contract performance, delivery, and customer satisfaction
Oversee all contact center operations, ensuring alignment with SLAs, KPIs, and contractual requirements
Monitor and analyze performance metrics and implement continuous improvements
Manage program budget, control staffing costs, and ensure compliance with all contract requirements

Key facts

Remote from: Virginia (USA)
Full time
Senior (5-10 years)
Program Manager
English

Hard skills

Performance Management Financial Management Staff Planning Risk Management Compliance Management Customer Experience Improvement Technical Audit

Other skills

Program Management
Quality Assurance
Communication
Leadership
Problem Solving

About the company

ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

Company size51 - 200

Links

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Job description

ITCON is seeking an experienced Senior Program Manager (PM) to serve as the single point of accountability for the successful execution of the Department of Labor (DOL) National Contact Center (NCC) contract. This role provides end-to-end leadership across operations, customer experience, financial management, staffing, and compliance.

The PM will ensure the delivery of a high-performing, multi-channel contact center solution supporting the Office of Public Affairs (OPA) and DOL agency lines, consistently meeting or exceeding all Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and federal compliance standards.

Key Responsibilities:

Program Leadership:
Serve as the primary point of accountability for overall contract performance, delivery, and customer satisfaction.
Operations Management:
Oversee all contact center operations (OPA intake and agency lines), ensuring alignment with SLAs, KPIs, and contractual requirements.
Performance Management:
Monitor and analyze performance metrics (e.g., service levels, customer satisfaction, first contact resolution) and implement continuous improvements.
Financial & Contract Management:
Manage program budget, control staffing costs, and ensure compliance with all contract requirements, deliverables, and reporting obligations.
Workforce Management:
Lead staffing strategy, including hiring, scheduling, training, and retention of qualified personnel.
Technology Oversight:
Ensure contact center technologies (CRM, IVR, telecommunications systems) are secure, operational, and scalable.
Quality Assurance & Continuous Improvement:
Direct QA programs, oversee training initiatives, and drive process improvement efforts.
Stakeholder Communication:
Provide regular reporting, briefings, and updates to DOL leadership and key stakeholders.
Risk & Compliance Management:
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

ITCON does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, disability, protected veteran status, or any other protected characteristic. Employment decisions are based solely on qualifications, merit, and business needs.