ITCON Services
Join to apply for the
Program Manager - Contact Center
role at
ITCON Services 2 weeks ago Be among the first 25 applicants Join to apply for the
Program Manager - Contact Center
role at
ITCON Services ITCON Services
is looking for a bright, motivated
Program Manager - Contact Center
with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.
A Program Manager for a contact center oversees contact center programs, managing budgets, staff, and operations to meet strategic business objectives. Key responsibilities include leading cross-functional teams, developing and implementing new strategies, managing financial performance, ensuring operational efficiency, monitoring key performance indicators (KPIs), and resolving issues to maintain high levels of customer satisfaction. The role requires strong leadership, communication, problem-solving, and analytical skills to manage projects from inception to completion and align operations with overarching company goals.
Key Responsibilities
Program Leadership & Strategy: Develop and execute program strategies, monitor progress, and coordinate efforts across multiple projects to achieve business goals. Financial Management: Manage program budgets, track expenses, and ensure financial targets are met without compromising quality. Operational Oversight: Oversee daily operations, evaluate and improve business processes and systems, and implement controls to enhance efficiency and effectiveness. Team Management: Lead, coach, and manage staff, including subcontractors and lower-level managers, assigning work and evaluating performance. Performance Monitoring: Track and report on key performance indicators (KPIs), such as efficiency, quality, and customer satisfaction, and use data to drive improvements. Client & Stakeholder Engagement: Serve as the primary point of contact for program activities, lead review sessions, and ensure client expectations are met. Risk & Problem Resolution: Identify program risks, develop solutions, and implement interventions to resolve issues and ensure timely delivery of products and services. Cross-Functional Collaboration: Work with cross-functional teams and other program managers to identify and address issues and opportunities across the organization. Key Skills & Qualifications
Leadership & Communication: Strong ability to lead teams, communicate effectively with stakeholders at all levels, and resolve conflicts. Strategic Thinking & Problem-Solving: Ability to analyze complex situations, develop innovative solutions, and make sound decisions. Financial Acumen: Experience in budget management, financial planning, and tracking performance against financial goals. Analytical Skills: Proficiency in analyzing performance data, identifying trends, and using insights to improve operations. Project Management Expertise: Ability to manage the full lifecycle of a program, from planning and execution to monitoring and completion. Customer Focus: A deep understanding of customer service principles and a commitment to achieving client satisfaction. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Project Management and Information Technology Industries
Business Consulting and Services Referrals increase your chances of interviewing at ITCON Services by 2x Sign in to set job alerts for Program Manager roles.
Washington, DC $55,000.00-$70,000.00 4 days ago Washington, DC $185,000.00-$250,000.00 2 months ago District of Columbia, United States 2 weeks ago Washington, DC $147,000.00-$216,000.00 2 weeks ago District of Columbia, United States 6 months ago Washington, DC $173,000.00-$247,000.00 1 week ago Washington, DC $152,000.00-$192,000.00 1 day ago McLean, VA $165,158.09-$275,263.50 4 months ago Washington, DC $155,000.00-$175,000.00 6 months ago Washington, DC $70,000.00-$85,000.00 4 weeks ago Washington, DC $150,000.00-$190,000.00 2 weeks ago Washington, DC $155,000.00-$163,000.00 6 months ago District of Columbia, United States 7 months ago Assistant Director, Program Management - McDonough School of Business
Washington, DC $47,586.00-$87,558.13 4 days ago eDiscovery Program Manager (Top Secret Clearance Required)
Arlington, VA $66,800.00-$142,800.00 2 weeks ago Silver Spring, MD $118,393.60-$197,308.80 3 days ago Organizational Change Management (OCM) Program Manager
College Park, MD $49,996.80-$290,004.00 1 month ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Program Manager - Contact Center
role at
ITCON Services 2 weeks ago Be among the first 25 applicants Join to apply for the
Program Manager - Contact Center
role at
ITCON Services ITCON Services
is looking for a bright, motivated
Program Manager - Contact Center
with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.
A Program Manager for a contact center oversees contact center programs, managing budgets, staff, and operations to meet strategic business objectives. Key responsibilities include leading cross-functional teams, developing and implementing new strategies, managing financial performance, ensuring operational efficiency, monitoring key performance indicators (KPIs), and resolving issues to maintain high levels of customer satisfaction. The role requires strong leadership, communication, problem-solving, and analytical skills to manage projects from inception to completion and align operations with overarching company goals.
Key Responsibilities
Program Leadership & Strategy: Develop and execute program strategies, monitor progress, and coordinate efforts across multiple projects to achieve business goals. Financial Management: Manage program budgets, track expenses, and ensure financial targets are met without compromising quality. Operational Oversight: Oversee daily operations, evaluate and improve business processes and systems, and implement controls to enhance efficiency and effectiveness. Team Management: Lead, coach, and manage staff, including subcontractors and lower-level managers, assigning work and evaluating performance. Performance Monitoring: Track and report on key performance indicators (KPIs), such as efficiency, quality, and customer satisfaction, and use data to drive improvements. Client & Stakeholder Engagement: Serve as the primary point of contact for program activities, lead review sessions, and ensure client expectations are met. Risk & Problem Resolution: Identify program risks, develop solutions, and implement interventions to resolve issues and ensure timely delivery of products and services. Cross-Functional Collaboration: Work with cross-functional teams and other program managers to identify and address issues and opportunities across the organization. Key Skills & Qualifications
Leadership & Communication: Strong ability to lead teams, communicate effectively with stakeholders at all levels, and resolve conflicts. Strategic Thinking & Problem-Solving: Ability to analyze complex situations, develop innovative solutions, and make sound decisions. Financial Acumen: Experience in budget management, financial planning, and tracking performance against financial goals. Analytical Skills: Proficiency in analyzing performance data, identifying trends, and using insights to improve operations. Project Management Expertise: Ability to manage the full lifecycle of a program, from planning and execution to monitoring and completion. Customer Focus: A deep understanding of customer service principles and a commitment to achieving client satisfaction. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Project Management and Information Technology Industries
Business Consulting and Services Referrals increase your chances of interviewing at ITCON Services by 2x Sign in to set job alerts for Program Manager roles.
Washington, DC $55,000.00-$70,000.00 4 days ago Washington, DC $185,000.00-$250,000.00 2 months ago District of Columbia, United States 2 weeks ago Washington, DC $147,000.00-$216,000.00 2 weeks ago District of Columbia, United States 6 months ago Washington, DC $173,000.00-$247,000.00 1 week ago Washington, DC $152,000.00-$192,000.00 1 day ago McLean, VA $165,158.09-$275,263.50 4 months ago Washington, DC $155,000.00-$175,000.00 6 months ago Washington, DC $70,000.00-$85,000.00 4 weeks ago Washington, DC $150,000.00-$190,000.00 2 weeks ago Washington, DC $155,000.00-$163,000.00 6 months ago District of Columbia, United States 7 months ago Assistant Director, Program Management - McDonough School of Business
Washington, DC $47,586.00-$87,558.13 4 days ago eDiscovery Program Manager (Top Secret Clearance Required)
Arlington, VA $66,800.00-$142,800.00 2 weeks ago Silver Spring, MD $118,393.60-$197,308.80 3 days ago Organizational Change Management (OCM) Program Manager
College Park, MD $49,996.80-$290,004.00 1 month ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr