Senior Program Manager - Contact Center

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.