Sr. Contact Center Manager

Sr. Contact Center Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a Sr. Contact Center Manager to lead implementation and operations for a secure, enterprise-wide contact center supporting a Federal agency This role oversees omnichannel service delivery, workforce performance, quality, reporting, customer experience, and continuous improvement across multiple programs agency-wide.

Key Responsibilities:

• Lead day-to-day contact center operations and phased deployment across agency programs, centers, and offices.
• Establish and manage standard procedures for intake, triage, routing, escalation, case management, and customer response.
• Oversee supervisors, frontline personnel, workforce management, quality assurance, training, reporting, and performance coaching.
• Manage omnichannel customer engagement across voice, email, web, chat, self-service, and other approved channels.
• Coordinate operations with ServiceNow CRM and Genesys Cloud platforms.
• Monitor service levels, KPIs, dashboards, trends, and corrective actions for leadership and federal stakeholders.
• Lead forecasting, capacity planning, scheduling, staffing alignment, surge planning, and continuity activities.
• Serve as the senior escalation point for complex customer, operational, incident, risk, transition, and change-management issues.
• Drive workflow redesign, automation, intelligent routing, self-service, knowledge management, and continuous-improvement initiatives.
• Ensure compliance with applicable federal security, privacy, records-management, training, and rules-of-behavior requirements.

Qualifications:

• Bachelor's degree in Business Administration, Communications, Information Systems, Public Administration, Operations Management, or a related field; equivalent relevant experience or certification may be considered. Advanced degree preferred.
• 8–10 years of progressive contact center management experience, including 3–5 years in a senior or supervisory role.
• Experience managing enterprise, multi-site, multi-channel, or distributed contact center operations.
• Demonstrated leadership across workforce management, quality assurance, training, performance management, escalations, and operational reporting.
• Experience developing SOPs, workflows, staffing models, escalation paths, service-level reporting, dashboards, and corrective-action plans.
• Ability to forecast contact volumes, optimize staffing, manage schedules, support surge needs, and maintain operational continuity.
• Experience managing operational budgets and aligning labor utilization with federal contract requirements.
• Knowledge of CRM, case-management, and cloud contact center platforms; ServiceNow and Genesys Cloud experience preferred.
• Federal contact center, federal health, public-health, scientific, healthcare, or similarly regulated program experience preferred.
• Familiarity with FISMA, FedRAMP, NIST controls, incident management, continuity planning, and secure handling of government information preferred.
• Experience with modernization, system integration, pilot deployment, enterprise expansion, automation, chatbots, intelligent routing, self-service, analytics, or knowledge-management solutions preferred.
• Strong executive communication, stakeholder-management, analytical, problem-solving, and documentation skills.
• S. Citizenship and ability to satisfy applicable Public Trust suitability, background-investigation, security-awareness, privacy, records-management, and rules-of-behavior requirements.

Certifications (Preferred):

• PMP, COPC or equivalent contact center quality certification, Six Sigma Green/Black Belt, Workforce Management certification, or Salesforce, ServiceNow, or related CRM platform certification.