Contact Center Project Manager

Coverage is 8am to 8pm EST Monday through Friday

Active Secret Clearance

Integral Federal is actively seeking an experienced Contact Center Project Manager to join a new contact center support team for a federal agency. We are seeking a hands on, capable project manager with contact center expertise to focus on support functions for a new application leveraging Amazon Connect and chat technologies, and using Salesforce as an ITSM solution.

Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

The Contact Center Project Manager is responsible for providing hands-on management and guidance, overseeing a team of contact center agents, and ensuring the effective and efficient delivery of service desk services in alignment with best practices. The role encompasses direct communication with the Service Desk Program Manager and stakeholders, as well as internal team members to drive optimal customer support, performance, and operational efficiency.

Key Responsibilities:

Team Leadership and Guidance:

* Provide hands-on management to the contact center team, leading customer service discussions to resolve end-user issues.

* Offer prompt and timely status reports during tasks, projects, or troubleshooting events to the Service Desk Program Manager and client stakeholders as applicable.

* Manage, motivate, and provide continuous support to contact center agents.

* Remain visible and accessible to staff, addressing questions and offering guidance.

* Handle escalated calls and incidents, and assist agents as needed, ensuring a thorough understanding of issues faced by contact center agents.

Operational Management:

* Monitor queue(s), tracking inbound calls, and ensure agents are aware of key metrics like call waiting, abandonment rates, etc.

* Present performance and monitoring reports periodically to stakeholders.

* Develop recommendations for improving customer service operations based on best practices.

Reporting and Analytics:

* Ensure timely submission of monthly reports inclusive of ASD Service Desk performance metrics, capacity trends, and forecasts.

* Report operational risks, concerns, and issues to the COR.

* Collect, analyze, and summarize data for ASD performance reports, identifying trends.

Training and Development:

* Oversee the creation, maintenance, and delivery of product and service training to all contact center agents.

* Work diligently to optimize the orientation period for new agents.

* Collaborate with agency system and application PMs to develop and refine training materials and knowledge.

Service Delivery:

* Ensure high-quality, consistent customer support, ensuring all services meet or exceed internal and external Service Level Agreements (SLAs).

* Participate in daily IT operations meetings, maintaining ASD awareness of enterprise IT issues and activities.

Specialist Knowledge:

* Maintain expert knowledge and experience in supporting critical agency applications and systems.

* Collaborate with other PMs to enhance contact center responses based on this knowledge.

Required:

* 8+ years of experience in a fast-paced and high volume multi-channel contact center environment supporting a government agency.

* Strong understanding of Contact Center technologies and chat; experience preferred with Amazon Connect, Amazon Lex for Chat, and Salesforce.

* Proven leadership skills with the ability to manage and motivate teams.

* Exceptional communication skills with the ability to engage with both technical and non-technical stakeholders.

* Demonstrated experience in preparing and presenting detailed reports.

* Strong analytical and problem-solving skills.

* ACTIVE SECRET CLEARANCE REQUIRED

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, VA, and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

* Medical, Dental & Vision Insurance

* Flexible Spending Accounts

* Short-Term and Long-Term Disability Insurance

* Life Insurance

* Paid Time Off & Holidays

* Earned Bonuses & Awards

* Professional Training Reimbursement

* Paid Parking

* Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.