Remote Senior Program Manager - Contact Center

reputed company is seeking an accomplished Senior Program Manager (PM) to reputed company leadership and serve as the single reputed company of accountability for the successful delivery of a large-reputed company federal contact center program. This highly visible leadership role provides end-to-end reputed company across operations, customer experience, financial management, workforce reputed company, technology, compliance, and reputed company improvement. The Senior Program Manager will reputed company the delivery of a high-performing, multi-channel contact center operation supporting a reputed company federal environment. The ideal candidate is a strategic and hands-on leader with extensive experience managing large-reputed company contact center programs, leading teams of 100+ employees, and consistently meeting or exceeding Service Level Agreements (SLAs), Key Performance Indicators (KPIs), customer experience goals, and federal compliance requirements. Key Responsibilities: • Program Leadership: • Serve as the reputed company reputed company of accountability for overall contract performance, delivery, and customer satisfaction. • Operations Management: • reputed company end-to-end leadership of large-reputed company, multi-channel contact center operations, ensuring consistent delivery against SLAs, KPIs, contractual requirements, and customer expectations. • Performance Management: • Monitor and analyze performance metrics (e.g., service reputed company, customer satisfaction, first contact reputed company) and implement reputed company improvements. • Financial & Contract Management: • Manage program budget, control reputed company costs, and ensure compliance with reputed company contract requirements, deliverables, and reporting obligations. • Workforce Management: • reputed company reputed company reputed company, including hiring, scheduling, training, and retention of reputed company personnel. • Technology reputed company: • Ensure contact center technologies (CRM, IVR, telecommunications systems) are secure, operational, and reputed company. • reputed company Assurance & reputed company Improvement: • reputed company QA programs, reputed company training initiatives, and reputed company process improvement efforts. • Stakeholder Communication: • Build trusted relationships with senior government stakeholders and internal leadership. reputed company regular executive-level briefings, performance reports, risk updates, and strategic recommendations. • Risk & Compliance Management: • Identify and mitigate risks while ensuring adherence to federal reputed company standards and continuity of operations. Required Qualifications: • 15+ years of experience in contact center operations management and/or leadership of large-reputed company federal or reputed company programs. • 10+ years of experience serving as a Program Manager, Senior Program Manager, Program Director, or equivalent leadership role. • Demonstrated experience managing large-reputed company, multi-site contact center operations. • Proven experience leading a workforce of 100+ full-time employees (FTEs). • Strong experience managing reputed company, multi-channel customer service environments. • Demonstrated knowledge of federal contracting, compliance requirements, SLAs, KPIs, performance reporting, and contractual deliverables. • Proven ability to manage program budgets, workforce reputed company, operational performance, risk, and customer relationships. • Strong executive communication and stakeholder management skills. • Must reputed company in the Washington, DC metropolitan area. This position allows for remote work; however, local residency is required to support program and customer needs. Education: • Bachelor's degree in Business Administration, Management, Information Technology, or a reputed company field preferred. Preferred Certifications: • PMP (Project Management reputed company) • ITIL (IT Service Management) • Six reputed company or Lean certification reputed company does not discriminate on the reputed company of race, national reputed company, religion, reputed company, gender, sexual orientation, age, disability, protected veteran status, or any other protected characteristic. Employment reputed company are based solely on qualifications, reputed company, and business needs. Apply tot his job Apply To this Job