Project Manager – Federal Contact Center (Remote)

ITCON Services is a consulting firm delivering technology and management solutions to federal clients. The Project Manager will support the delivery of a large-scale federal contact center program through operational oversight, project leadership, stakeholder management, workforce coordination, performance monitoring, and issue resolution.

Responsibilities:

• Support the Program Manager in the planning, execution, and successful delivery of program and contractual requirements
• Provide day-to-day oversight of work performed under the PWS, ensuring compliance with contract requirements, SLAs, KPIs, quality standards, and customer service expectations
• Coordinate contact center operations to ensure consistent service delivery, workforce readiness, and operational performance
• Monitor program performance, analyze trends, identify risks and service gaps, and implement corrective actions and continuous improvement initiatives
• Support staffing, resource allocation, workforce planning, and operational readiness to meet changing program demands
• Lead and coordinate cross-functional teams, including operations, quality assurance, training, workforce management, and IT support
• Track project milestones, deliverables, risks, action items, and dependencies to ensure timely completion
• Assist with the development of performance reports, dashboards, briefings, and other contract deliverables
• Participate in meetings and briefings with government stakeholders, including the Contracting Officer (CO), Contracting Officer's Representative (COR), and other client representatives
• Maintain strong communication among government stakeholders, program leadership, subcontractors, and internal teams
• Identify, escalate, and coordinate resolution of technical, operational, and customer service issues
• Respond to technical or operational issues within one hour during required business hours
• Support compliance with federal requirements, security requirements, company policies, procedures, and contract standards
• Promote a culture of accountability, collaboration, continuous improvement, and high performance across the program

Requirements:

• Proven experience managing complex projects, programs, or operations with multiple stakeholders and competing priorities
• Experience supporting federal government contracts or programs
• Experience working within contact/call center operations or other large-scale customer service environments
• Strong understanding of PWS execution, SLAs, KPIs, contract deliverables, and performance management
• Experience coordinating large, distributed and/or multi-functional teams
• Knowledge of workforce planning, resource allocation, quality assurance, operational risk, and continuous improvement
• Experience tracking project performance, risks, milestones, and deliverables
• Strong federal customer and stakeholder management skills
• Excellent oral and written communication skills with the ability to communicate effectively with government clients, leadership, and operational teams
• Strong organizational, analytical, decision-making, and problem-solving skills
• Ability to manage competing priorities and resolve issues in a fast-paced, mission-critical environment
• Advanced proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint
• 10+ years of project management, program management, operations management, or related leadership experience
• Experience supporting large-scale contact/call center operations or customer service delivery environments
• Experience supporting complex federal government contracts or programs
• Experience monitoring and managing performance against SLAs, KPIs, quality standards, and contractual requirements
• U.S. Citizenship required
• Must be eligible to obtain and maintain the required government clearance
• Bachelor's degree in Business Administration, Management, Information Technology, or a related field
• Project Management Professional (PMP) certification or equivalent
• Experience supporting large-scale federal contact center programs or similar mission-critical government operations
• Experience with contact center technologies, workforce management tools, performance reporting platforms, and customer experience systems
• Experience with federal contract compliance, quality assurance, risk management, reporting, and audit readiness
• Experience supporting multi-shift and/or 24/7 contact center operations