Leidos is an innovation company rapidly addressing the world’s most vexing challenges in national security and health.
Director of Call Center Operations
Location
United States
Posted
4 days ago
Salary
$105.3K - $190.4K / year
Seniority
Lead
Job Description
Director of Call Center Operations
Leidos
• Manages all aspects of call center activities in support of the program • Ensures service delivery and contract deliverable execution • Develops and implements strategies to meet the programs goals and objectives • Monitors Contact Center performance metrics and operational KPIs • Identifies trends, issues, and opportunities for improvement • Establishes and maintains quality assurance programs • Collaborates with external vendors and partners
Job Requirements
- Bachelor’s degree in Business Management, Mental Health, or a related field (Master’s degree preferred)
- 5+ years of progressive leadership experience with large-scale contact center operations
- Demonstrated experience leading high-volume contact centers (300+ staff)
- Proven ability to analyze and manage operational performance metrics and KPIs
- Strong leadership and team development skills
- Experience managing government or large-scale contracts and ensuring regulatory compliance
- Must have a Public Trust Tier 2 investigation or higher and must be an U.S. citizen who speaks fluent English
Benefits
- competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
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