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Acd Direct Jobs in Virginia (NOW HIRING)

Fairfax County

Chief Transit Operations

Fairfax, VA · On-site

$80K - $141K/yr

Planning, directing, and administering scheduling activities for Fairfax County's Human Services ... Reviewing Automated Call Distribution (ACD) reports to identify call trends and operational ...

DSV A/S

Customer Service Supervisor

Sterling, VA · On-site

$60K - $70K/yr

... ACD data to monitor the length of time customers remain on hold. Assist with corrective action to ... May provide general or direct supervision to exempt employees and/or skilled nonexempt employees. A ...

DSV Road GmbH

Customer Service Supervisor

Sterling, VA · On-site

$60 - $80/hr

Monitor ACD data to monitor the length of time customers remain on hold. Assist with corrective ... May provide general or direct supervision to exempt employees and/or skilled nonexempt employees. A ...

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Showing results 21-26

All JobsAcd Direct JobsAcd Direct Jobs in Virginia

Acd Direct information

See Virginia salary details

$23.8K

$118.4K

$166.1K

How much do acd direct jobs pay per year?

As of Sep 5, 2026, the average yearly pay for acd direct in Virginia is $118,357.00, according to ZipRecruiter salary data. Most workers in this role earn between $90,200.00 and $148,700.00 per year, depending on experience, location, and employer.

What is ACD Direct?

ACd Direct is a company that specializes in providing contact center solutions, primarily for nonprofits, public media, and fundraising organizations. They offer services such as inbound and outbound call support, donation processing, and customer service, using a remote and distributed workforce. Many people work with ACd Direct as independent contractors, handling calls from home for telethons, pledge drives, and other campaigns. The company is known for its flexible work schedules and support for remote agents.

What are the key skills and qualifications needed to thrive as an ACD Direct customer service representative?

To thrive as an ACd Direct Customer Service Representative, you need strong communication skills, active listening, and a customer-focused mindset, typically supported by a high school diploma or equivalent. Familiarity with call center software, CRM systems, and basic computer proficiency is often required. Patience, problem-solving abilities, and professionalism help individuals excel in handling diverse customer interactions. These skills ensure efficient issue resolution and positive customer experiences, which are vital for maintaining client satisfaction and company reputation.

What are some common challenges faced by remote customer service representatives at ACD Direct, and how can they be addressed?

Remote customer service representatives at ACD Direct often encounter challenges such as managing high call volumes, handling diverse caller needs, and staying self-motivated in a home environment. To address these, it's important to establish a dedicated, quiet workspace and to utilize the company's training resources actively. Staying organized, adhering to scripts and protocols, and reaching out to team leads or forums when questions arise can help ensure both quality service and personal job satisfaction.

What is the difference between Acd Direct vs Customer Service Representative?

AspectAcd DirectCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; training providedHigh school diploma or equivalent; training provided
Work EnvironmentCall centers, remote or on-siteCall centers, retail, or office settings
Industry UsageTelecommunications, customer supportRetail, telecom, service industries
Common Search IntentJob roles, responsibilities, hiring processCustomer support, communication skills

Both Acd Direct and Customer Service Representative roles typically require similar credentials and are found in call center environments. While Acd Direct may focus more on direct customer interactions via specific platforms, Customer Service Representatives often work across various industries. Understanding these differences helps job seekers target the right roles based on their skills and career goals.

What are popular job titles related to Acd Direct jobs in Virginia?

For Acd Direct jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Acd Direct jobs in Virginia look for?

The top searched job categories for Acd Direct jobs in Virginia are:

Acd Direct jobs near you
Infographic showing various Acd Direct job openings in Virginia as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $118,357 per year, or $56.9 per hour.

Program Manager with Security Clearance

DecisionPoint Corporation

Alexandria, VA • On-site

$124K - $124K/yr

Other

Re-posted 11 days ago

Job description

DecisionPoint seeks an experienced Program Manager to oversee enterprise-scale IT service delivery supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).  The Program Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions.  This role ensures SLA compliance, operational governance, workforce strategy, security compliance, and continuous service improvement across a high-volume federal IT environment.  Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. *Please Note: This requisition is contingent upon contract award.* Duties & Responsibilities * Oversee the entire program for the contract and all associated teams.
* Ensure that all deliverables are provided in accordance with contract requirements and that SLAs are adhered to.
* Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR.
* Provide administrative direction to subordinate leads and task managers.
* Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
* Oversee all contract task areas including Tier 1 Service Desk, Advanced Problem Resolution, USPTO Contact Center, Knowledge Management, Accounts Management, and Executive Support.
* Lead performance oversight of high-volume contact center and service desk operations.
* Manage risk, contingency planning, surge staffing, and COOP readiness.
* Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements.
* Oversee AI-enabled service enhancements and continuous service improvement initiatives.
* Lead executive-level operational reviews and performance briefings. Qualifications Clearance Requirement  Ability to obtain and maintain Tier 1 Investigation (Low Risk).  Education (Required)  Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.  Experience (Required)  * Fifteen (15) years of management experience or equivalent combination of education and experience. 
*Experience/Education Substitution Guidelines: 1 year of study/experience equates to 1 year of relevant IT experience/education. 
* Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with: 
* 10,000 or more users 
* High-volume, multi-channel support operations 
* Formal Tier 1 and Tier 2 escalation processes 
* Strict Service Level Agreement (SLA) performance requirements 
* Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment. 
Technical Knowledge (Required)  * ITIL-based IT Service Management. 
* Enterprise ticketing platforms (ServiceNow). 
* CRM/contact center systems (Salesforce). 
* Workforce forecasting and ACD pattern monitoring. 
* NIST and federal IT security frameworks. 
Technical Knowledge (Preferred)  * AI-enabled service management platforms. 
* FedRAMP cloud environments. 
* Knowledge-Centered Service (KCS). 
Certifications  Required: ITIL Certification 
Preferred: One or more Help Desk Institute (HDI) certifications; HDI Support Center Director preferred.  Skills  * Executive communication 
* Contract governance leadership 
* Risk management  
* Operational analytics 
* Strategic workforce planning  Our Equal Employment Opportunity Policy * EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
* Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
* Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

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