Project Manager – Federal Contact Center (Remote)
ITCON Services is a forward-thinking consulting firm delivering innovative technology and management solutions that help our federal clients achieve mission success. We pride ourselves on fostering a collaborative, high-performance environment where experienced professionals can make a meaningful impact.
ITCON is seeking an experienced Project Manager to support the successful delivery of a large-scale federal contact center program. Working closely with the Program Manager, this role will provide day-to-day operational and project leadership to ensure work performed under the Performance Work Statement (PWS) is completed successfully and in accordance with contractual requirements, Service Level Agreements (SLAs), and established performance standards.
This is a high-visibility role requiring strong operational oversight, stakeholder management, workforce coordination, and the ability to identify and resolve issues quickly in a fast-paced, mission-critical environment.
What You'll Do
- Support the Program Manager in the planning, execution, and successful delivery of program and contractual requirements.
- Provide day-to-day oversight of work performed under the PWS, ensuring compliance with contract requirements, SLAs, KPIs, quality standards, and customer service expectations.
- Coordinate contact center operations to ensure consistent service delivery, workforce readiness, and operational performance.
- Monitor program performance, analyze trends, identify risks and service gaps, and implement corrective actions and continuous improvement initiatives.
- Support staffing, resource allocation, workforce planning, and operational readiness to meet changing program demands.
- Lead and coordinate cross-functional teams, including operations, quality assurance, training, workforce management, and IT support.
- Track project milestones, deliverables, risks, action items, and dependencies to ensure timely completion.
- Assist with the development of performance reports, dashboards, briefings, and other contract deliverables.
- Participate in meetings and briefings with government stakeholders, including the Contracting Officer (CO), Contracting Officer's Representative (COR), and other client representatives.
- Maintain strong communication among government stakeholders, program leadership, subcontractors, and internal teams.
- Identify, escalate, and coordinate resolution of technical, operational, and customer service issues.
- Respond to technical or operational issues within one hour during required business hours.
- Support compliance with federal requirements, security requirements, company policies, procedures, and contract standards.
- Promote a culture of accountability, collaboration, continuous improvement, and high performance across the program.
What You Bring
- Proven experience managing complex projects, programs, or operations with multiple stakeholders and competing priorities.
- Experience supporting federal government contracts or programs.
- Experience working within contact/call center operations or other large-scale customer service environments.
- Strong understanding of PWS execution, SLAs, KPIs, contract deliverables, and performance management.
- Experience coordinating large, distributed and/or multi-functional teams.
- Knowledge of workforce planning, resource allocation, quality assurance, operational risk, and continuous improvement.
- Experience tracking project performance, risks, milestones, and deliverables.
- Strong federal customer and stakeholder management skills.
- Excellent oral and written communication skills with the ability to communicate effectively with government clients, leadership, and operational teams.
- Strong organizational, analytical, decision-making, and problem-solving skills.
- Ability to manage competing priorities and resolve issues in a fast-paced, mission-critical environment.
- Advanced proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
Requirements
- 10+ years of project management, program management, operations management, or related leadership experience.
- Experience supporting large-scale contact/call center operations or customer service delivery environments.
- Experience supporting complex federal government contracts or programs.
- Experience monitoring and managing performance against SLAs, KPIs, quality standards, and contractual requirements.
- U.S. Citizenship required.
- Must be eligible to obtain and maintain the required government clearance.
- Must be available Monday–Friday, 8:00 AM–6:00 PM Eastern Time.
- Must be able to respond to technical or operational issues within one hour during required business hours.
- Must reside within the continental United States, Alaska, Hawaii, or Puerto Rico.
Preferred Qualifications
- Bachelor's degree in Business Administration, Management, Information Technology, or a related field.
- Project Management Professional (PMP) certification or equivalent.
- Experience supporting large-scale federal contact center programs or similar mission-critical government operations.
- Experience with contact center technologies, workforce management tools, performance reporting platforms, and customer experience systems.
- Experience with federal contract compliance, quality assurance, risk management, reporting, and audit readiness.
- Experience supporting multi-shift and/or 24/7 contact center operations.
Why Join ITCON?
- Opportunity to support a mission-critical federal program serving a large customer population.
- High-visibility role with exposure to government leadership and key stakeholders.
- Collaborative and supportive team environment.
- Competitive compensation and benefits.
- Professional development opportunities.
- 100% remote flexibility.
Equal Opportunity Employer
ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.
