Contact Center Program Manager

Job Family:Operational Effectiveness ConsultingTravel Required:Up to 25%Clearance Required:Ability to Obtain SecretWhat You Will Do:Manages day-to-day operations and ensures the contact center meets its performance and service goals.Ensure operational efficiency by monitoring key metrics (e.g., service levels, average handling time, etc.).Supervise team leaders and ensure adherence to processes.Drive continuous improvement initiatives.Manage escalations from supervisors/team leaders.Liaise between executive leadership and operational teams.What You Will Need:Ability to OBTAIN and MAINTAIN a SECRET Federal or DoD security clearanceBachelor's DegreeTEN (10) or more years of project management experienceExperience supporting federal governmentExperience managing a contact centerWhat Would Be Nice To Have:Experience managing 400+ person contact centersExperience working in an oversight role and with executive leadersExperience working in hybrid oversight contact center environment with contractors and federal employeesDepartment of State experience is a plusThe annual salary range for this position is $144,400.00-$216,600.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.What We Offer:Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.Benefits include:Medical, Rx, Dental & Vision InsurancePersonal and Family Sick Time & Company Paid HolidaysPosition may be eligible for a discretionary variable incentive bonusParental Leave and Adoption Assistance401(k) Retirement PlanBasic Life & Supplemental LifeHealth Savings Account, Dental/Vision & Dependent Care Flexible Spending AccountsShort-Term & Long-Term DisabilityStudent Loan PayDownTuition Reimbursement, Personal Development & Learning OpportunitiesSkills Development & CertificationsEmployee Referral ProgramCorporate Sponsored Events & Community OutreachEmergency Back-Up Childcare ProgramMobility StipendAbout GuidehouseGuidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.SummaryLocation: US - Remote (Any location); US - VA, McLeanType: Full time