Director of Call Center Operations

Job not on LinkedIn

🔥 3 hours ago

🇺🇸 United States – Remote

💵 $105.3k - $190.3k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🔒 Cybersecurity

🔬 Science

Defense • Cybersecurity • Science

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Manages all aspects of call center activities in support of the program • Ensures service delivery and contract deliverable execution • Develops and implements strategies to meet the programs goals and objectives • Monitors Contact Center performance metrics and operational KPIs • Identifies trends, issues, and opportunities for improvement • Establishes and maintains quality assurance programs • Collaborates with external vendors and partners

🎯 Requirements

• Bachelor’s degree in Business Management, Mental Health, or a related field (Master’s degree preferred) • 5+ years of progressive leadership experience with large-scale contact center operations • Demonstrated experience leading high-volume contact centers (300+ staff) • Proven ability to analyze and manage operational performance metrics and KPIs • Strong leadership and team development skills • Experience managing government or large-scale contracts and ensuring regulatory compliance • Must have a Public Trust Tier 2 investigation or higher and must be an U.S. citizen who speaks fluent English

🏖️ Benefits

• competitive compensation • Health and Wellness programs • Income Protection • Paid Leave • Retirement