Overview

Contact Center Director

Location: Remote, Coverage required from 8am to 8pm EST, Monday through Friday

Security Requirement: Active Secret Clearance

Integral Federal is seeking a seasoned Contact Center Director to lead our dynamic contact center support team, serving a critical federal agency. This pivotal role is designed for a strategic visionary adept in forging robust trust relationships, offering insightful strategic recommendations, and propelling operational efficiency and service quality to new heights. Leveraging state-of-the-art technologies like Amazon Connect and Lex platforms, coupled with Salesforce for ITSM, the Director will ensure our service delivery aligns seamlessly with the agency's mission and exceeds their expectations.

The ideal candidate will possess a robust understanding of federal agency operations and the unique challenges they present. As the Contact Center Director, you will be instrumental in shaping the future of our customer service delivery, ensuring alignment with strategic agency goals and delivering unparalleled service quality.

Responsibilities

Strategic Leadership and Vision:

· Develop and execute a comprehensive contact center strategy that aligns with the agency's goals and objectives, ensuring operational excellence and superior customer service.

· Foster a culture of continuous improvement, innovation, and agility within the contact center, adapting to evolving customer needs and technological advancements.

· Engage with senior stakeholders, including federal agency representatives and Integral Federal leadership, to define service expectations, report on performance, and secure support for strategic initiatives.

Operational Excellence:

· Oversee the entire contact center operation, ensuring seamless integration of technologies such as Amazon Connect and Salesforce to enhance service delivery and customer satisfaction.

· Implement best practices in contact center management, leveraging data analytics to inform decision-making and drive operational efficiencies.

· Ensure compliance with all regulatory and security requirements, maintaining the integrity of confidential information and the security of the contact center environment.

Team Development and Leadership:

· Lead, inspire, and mentor the contact center management team, promoting a high-performance culture that attracts, retains, and develops top talent.

· Champion the professional development of team members, providing opportunities for growth and advancement within the organization.

· Encourage collaboration and knowledge sharing across the team, ensuring a cohesive approach to customer service and problem resolution.

Performance Management and Reporting:

· Establish and monitor key performance indicators (KPIs) to assess the effectiveness of the contact center, implementing corrective actions as necessary to meet or exceed SLAs.

· Provide regular, comprehensive reports to Integral Federal and agency stakeholders, offering insights into performance, trends, and strategic opportunities.

· Drive the adoption of innovative solutions and technologies to enhance reporting capabilities and operational transparency.

Qualifications

Required:

· 12 years of experience in leadership roles within high-volume, multi-channel contact centers, preferably supporting government agencies.

· Demonstrated success in strategic planning, team leadership, and operational management in a contact center environment.

· Expertise in contact center technologies, with a preference for candidates experienced with Amazon Connect, chat solutions, and Salesforce.

· Exceptional communication and stakeholder management skills, with a proven ability to engage effectively with both technical teams and high-level agency representatives.

· Strong analytical skills, with a track record of using data to drive strategic decisions and improve operational performance.

· Active Secret Clearance is mandatory, in accordance with Department of Defense requirements.

Company Overview

Integral Federal is united by a shared passion of excellence in service. We are an Equal Opportunity Employer that cultivates a culture of diversity, equity, and inclusion, and are headquartered in Rockville, MD with offices in Charlottesville, Fredericksburg, DC and Aberdeen.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401K. That means you don’t have to wait an entire year to earn matching funds for your retirement contributions! Give us a try and become part of a curated group of intelligence professionals at Integral Federal Inc.

Our package also includes:

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off – Holidays, Vacation & Sick Days
• Earned bonuses and awards
• Professional Training Reimbursement
• Paid Parking
• Employee Assistance Program