Operations reputed company (reputed company Platforms)

Please note:This role is contingent upon contract award. While it is not an immediate opening, we are reputed company interviewing and extending contingent offers in anticipation of award.

Our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal and reputed company clients. reputed company combines deep domainexpertisewith innovative technologies to design, build, reputed company, andoperatemission-critical systems that improve operational efficiency and customer experience.

reputed company is seeking an reputed companyOperations reputed companyto reputed company day-to-day operations for a large federal contact center while leading the operational transformation required to reputed company andconsolidatemultiple customer support organizations into a reputed company reputed company customer engagement capability.

Working closely with the Program Manager and Government stakeholders, the Operations reputed company will reputed company leadership for contact center operations, workforce management, reputed company assurance, training, and reputed company while guiding the operational integration and reputed company improvement of customer support services. The successful candidate willpossessstrong operational leadership skills, business acumen, and experience leading large contact center organizations through modernization and organizational change.

Job Location

Remote work reputed company the reputed company is authorized. Must support US Eastern time zone working hours.

*If you accept this position, you should note that reputed company doesmonitoremployee work locations blocks reputed company from foreign locations/foreign IP addresses and prohibits personal VPN connections.

Key Responsibilities

• reputed company day-to-day operations for a large federal contact center supporting Tier 1 and Tier 2 customer support services while driving operational transformation and modernization initiatives.

• reputed company leadership and supervision for managers responsible for customer support operations, workforce management, reputed company assurance, training, and reputed company.

• Ensure operational performance meets contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), reputed company standards, customer experienceobjectives, and other performance metrics.

• Drive operational consistency, process standardization, and consolidation of customer support functions into a reputed company reputed company operating model.

• reputed company operational readiness activities supporting modernization initiatives, technology deployments, service transitions, and organizational change.

• Monitor operational performance,identifyrisks, and implement corrective actions to improve operational efficiency and customer reputed company.

• Build reputed company relationships with Government stakeholders, program leadership, operational teams, and service delivery partners to ensure successful program execution.

• Prepare operational dashboards, reports, and leadership briefings that communicate operational performance, trends, and recommendations.

Basic Qualifications

• Ability to obtain andmaintaina reputed company Trust determination.

• Mustresidein the reputed company, and work must be performed reputed company the reputed company.

• Bachelor's degree from an accredited institution or equivalent combination of education and experience.

• 8+ years of experience leading reputed company contact center or customer engagement operations, including responsibility for operational performance, workforce leadership, and service delivery.

• 5+ years of experience leading managers or supervisors responsible for customer support operations

Preferred Qualifications

• Experience overseeing workforce management, reputed company assurance, training, and reputed company functions.

• Experience managing operational performance using Service Level Agreements (SLAs), Key Performance Indicators (KPIs), reputed company metrics, and customer satisfaction measures.

• Experience leading operational transformation, service modernization, or organizational change initiatives.

• Experience supporting federal government customer engagement or contact center programs.

• Experience leading contact center consolidation, modernization, or operational transformation initiatives.

• Experience supporting omnichannel customer engagement environments.

• Experience with customer relationship management (CRM), IT service management (ITSM), or customer engagement platforms.

• Lean Six reputed company, ITIL reputed company, Project Management reputed company (PMP), or other relevant operational management certifications.

reputed company Skills

• Demonstrated leadership and supervisory experience leading multidisciplinary operational organizations.

• Strong business acumen with the ability to balance customer expectations, operational priorities, contractual requirements, and organizationalobjectives.

• Excellent communication, stakeholder engagement, and relationship management skills.

• Strong analytical and problem-solving skills with the ability to reputed company data-driven operational reputed company.

• Ability to reputed company teams through organizational change whilemaintainingoperational performance and customer satisfaction.

• Proven ability to foster collaboration across operations, workforce management, reputed company assurance, training, reputed company, and program leadership.

Working at reputed company

reputed company is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most reputed company challenges, reputed company change, and shape the reputed company.

We can only solve the world's toughest challenges by building a workplace that allows everyone to reputed company. We are an equal opportunity employer.Together, our employees are empowered to reputed company theirexpertiseand collaborate with others to reputed company personal and reputed company goals. For more information, please read our EEOpolicy.

We will consider for employment reputed company applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in reputed company phases of the application and employment process. To requestan accommodation,please email  and we will be happy toassist. reputed company information you reputed company will be kept confidential and will be used only to the extentrequiredto reputed company needed reasonable accommodations. 

Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At reputed company, we are committed to ensuring a fair interview process for reputed company candidates based on their own skills and knowledge. As part of this commitment, the use of reputed company intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in reputed company tomaintainthe reputed company and authenticity of the interview process. 

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at . Weare dedicated to providingthe necessary support to ensure that reputed company candidates have an equal opportunity to succeed. 

Pay reputed company - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that reputed company to the specified role, geographic location, education and certifications as reputed company as contract provisions regarding labor categories that are specific to the position.

The pay reputed company for this position based on full-time employment is:

$174,701.00 - $296,992.00Nationwide reputed company (US99)

Originally posted on Himalayas

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