CQA Director, Contact Center Operations - Military veterans preferred

2018-11-01
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Washington
District of Columbia
United States

Make your mark in history and join our mission to support the 2020 Census.


General Dynamics Information Technology is currently looking for Director, Contact Center Operations to join our team in Washington DC or Remote.  The program will support Customer Service Representatives who use scripted responses to answer questions from the public, entering information required to process fulfillment requests for Census forms, and collecting and entering Census data into an Internet Self Response (ISR) instrument. The information will be entered into screens on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

 

Oversees the operations of the 2020 Census call center operations, including staffing, retention, coaching, meeting service level agreements and working with the customer to deliver consistent and thorough results for the 2020 Census.  Responsible for overseeing the rapid buildout of multiple short-term call center sites, working with cross-functional team and subcontractors to ensure consistency and meeting project schedule milestones. Uses training, analytics and trending data to drive customer centric activities that improve overall customer experience outcomes.  Works with internal and external business partners to drive performance within the contact center.

 

JOB RESPONSIBILITIES:

  • Reports to the Deputy Director of Operations.
  • Manages successful completion of all tasks in CQA Operations including hiring, ensuring job performance, retention and meeting service level agreements.
  • Supervises virtual staff to ensure consistency amongst sites and help coach performance of staff to ensure frontline site and CSR performance.
  • Directs internal activities to help with retention of employees and to ensure a positive workplace.
  • Conducts site visits to ensure consistency and performance of all sites.
  • Assists in the creation and delivery of reports, financials and deliverables to the senior management team and client.
  • Responsible for the financial management at the contact center sites, cost management, reconciliation, and profit enhancement.
  • Coordinates with the subcontractor director to ensure consistency between operations and policies of GDIT and subcontractor sites.
  • Responsible for program management and risk mitigation strategies to ensure all milestones are met.
  • Ensures compliance with relevant corporate and government policies and standards.
  • Participates in special projects as required.
  • May be required to work holidays, evenings and/or weekends.
  • Travel is required.

 

Qualifications:

  • Successful oversight of a geographically dispersed, virtual, large-scale contact center environment
  • Experience with outsourced business processes as a client and contractor
  • Proven record managing full time (exempt and non-exempt) and part-time regular fulltime and temporary employees in excess of 5000
  • Success in rapid contact center hiring, onboarding, operations and closeout of contact centers

UNIQUE/ADDITIONAL REQUIREMENTS:

  • Ability to pass United State Census Bureau suitability assessment.

Working Conditions

 

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

 

Work may require some physical effort in the handling of light materials, boxes, or equipment.

 

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

 

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

 

#DICE
#HCSDCJ

Education:

  • Bachelor’s Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.
  • Master’s Degree preferred.
  • 12-15 years of related program management experience.
  • Project Management Professional Certification (PMP) preferred.