ITCON Services is looking for a bright, motivated Program Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team. A Program Manager for a ...
59 Itcon Jobs Hiring Near You
ITCON Services is looking for a bright, motivated Program Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team. A Program Manager for a ...
Join ITCON Services, a forward-thinking consulting firm delivering innovative technology and management solutions that exceed customer expectations. We are seeking dedicated Call Center Lead ...
Join ITCON Services, a forward-thinking consulting firm delivering innovative technology and management solutions that exceed customer expectations. We are seeking dedicated Call Center Lead ...
ITCON is seeking a Deputy Project Manager to lead the newly established National Coordination Center. The Deputy Project Manager (DPM) plays a critical role in supporting the overall management of ...
ITCON is seeking a Deputy Project Manager to lead the newly established National Coordination Center. The Deputy Project Manager (DPM) plays a critical role in supporting the overall management of ...
The Workforce Manager is responsible for forecasting, scheduling, and optimizing staffing resources across the DOL National Contact Center (NCC) to ensure that all service levels, performance metrics ...
The Workforce Manager is responsible for forecasting, scheduling, and optimizing staffing resources across the DOL National Contact Center (NCC) to ensure that all service levels, performance metrics ...
We are seeking a highly skilled Salesforce Agentforce Implementation Engineer to lead the deployment of next-generation AI agents within complex, high-volume contact center environments. Operating ...
We are seeking a highly skilled Salesforce Agentforce Implementation Engineer to lead the deployment of next-generation AI agents within complex, high-volume contact center environments. Operating ...
Shape Winning Strategies. Deliver Impactful Solutions. Drive Federal Growth. We are seeking a seasoned Senior Proposal Manager to lead the development of high-impact proposals within the Federal ...
Shape Winning Strategies. Deliver Impactful Solutions. Drive Federal Growth. We are seeking a seasoned Senior Proposal Manager to lead the development of high-impact proposals within the Federal ...
The Technical Lead is responsible for the overall technical architecture, implementation, operation, and maintenance of all contact center systems and infrastructure supporting the DOL National ...
The Technical Lead is responsible for the overall technical architecture, implementation, operation, and maintenance of all contact center systems and infrastructure supporting the DOL National ...
Seeking a forward-thinking Automation & Data Analyst to join the "Integration and Automation Cell" at the National Coordination Center (NCC). This is not a backend reporting role; you will be the ...
Seeking a forward-thinking Automation & Data Analyst to join the "Integration and Automation Cell" at the National Coordination Center (NCC). This is not a backend reporting role; you will be the ...
We are seeking a detail-oriented and experienced Contracts Administrator to join our Contracts team. The ideal candidate will be responsible for managing contract lifecycle activities, ensuring ...
We are seeking a detail-oriented and experienced Contracts Administrator to join our Contracts team. The ideal candidate will be responsible for managing contract lifecycle activities, ensuring ...
Seeking a versatile and high-performing Senior Operations Analyst to join the National Coordination Center (NCC). This is a unique, cross-functional role that sits at the intersection of ...
Seeking a versatile and high-performing Senior Operations Analyst to join the National Coordination Center (NCC). This is a unique, cross-functional role that sits at the intersection of ...
The Operations Manager is responsible for the day-to-day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency-specific service lines ...
The Operations Manager is responsible for the day-to-day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency-specific service lines ...
Seeking a meticulous Quality Assurance Manager to serve as the Client of operational excellence for the National Coordination Center (NCC). In this role, you will own the Quality Control Plan (QCP ...
Seeking a meticulous Quality Assurance Manager to serve as the Client of operational excellence for the National Coordination Center (NCC). In this role, you will own the Quality Control Plan (QCP ...
NiCE Service Solutions Architect
$63.25 - $83.25/hr
Core Responsibilities Bridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ...
NiCE Service Solutions Architect
$63.25 - $83.25/hr
Core Responsibilities Bridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ...
The Reports Analyst is responsible for the development, management, and delivery of all operational and performance reporting for the DOL National Contact Center (NCC). This role ensures that ...
The Reports Analyst is responsible for the development, management, and delivery of all operational and performance reporting for the DOL National Contact Center (NCC). This role ensures that ...
Seeking a strategic Training Manager to lead the learning and development division of the National Coordination Center (NCC) for U.S. Immigration and Customs Enforcement (ICE). This is not a standard ...
Seeking a strategic Training Manager to lead the learning and development division of the National Coordination Center (NCC) for U.S. Immigration and Customs Enforcement (ICE). This is not a standard ...
The QA Manager is responsible for developing, implementing, and managing the Quality Assurance and Quality Improvement Program for the DOL National Contact Center (NCC). This role ensures that all ...
The QA Manager is responsible for developing, implementing, and managing the Quality Assurance and Quality Improvement Program for the DOL National Contact Center (NCC). This role ensures that all ...
Role Summary The Data Analyst supports operational performance, forecasting, and reporting for the 287(g) Contact Center, ensuring leadership has accurate insights into call volumes, trends, and ...
Role Summary The Data Analyst supports operational performance, forecasting, and reporting for the 287(g) Contact Center, ensuring leadership has accurate insights into call volumes, trends, and ...
The Genesys IVR Administrator is responsible for the design, development, configuration, implementation, and maintenance of Interactive Voice Response (IVR) and voice automation solutions within the ...
The Genesys IVR Administrator is responsible for the design, development, configuration, implementation, and maintenance of Interactive Voice Response (IVR) and voice automation solutions within the ...
The Training Manager is responsible for designing, developing, implementing, and managing the comprehensive training program for all contact center personnel supporting the DOL National Contact ...
The Training Manager is responsible for designing, developing, implementing, and managing the comprehensive training program for all contact center personnel supporting the DOL National Contact ...
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Job description
ITCON Services is looking for a bright, motivated Program Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.
A Program Manager for a contact center oversees contact center programs, managing budgets, staff, and operations to meet strategic business objectives. Key responsibilities include leading cross-functional teams, developing and implementing new strategies, managing financial performance, ensuring operational efficiency, monitoring key performance indicators (KPIs), and resolving issues to maintain high levels of customer satisfaction. The role requires strong leadership, communication, problem-solving, and analytical skills to manage projects from inception to completion and align operations with overarching company goals.
Key Responsibilities
- Program Leadership & Strategy:
- Develop and execute program strategies, monitor progress, and coordinate efforts across multiple projects to achieve business goals.
- Financial Management:
- Manage program budgets, track expenses, and ensure financial targets are met without compromising quality.
- Operational Oversight:
- Oversee daily operations, evaluate and improve business processes and systems, and implement controls to enhance efficiency and effectiveness.
- Team Management:
- Lead, coach, and manage staff, including subcontractors and lower-level managers, assigning work and evaluating performance.
- Performance Monitoring:
- Track and report on key performance indicators (KPIs), such as efficiency, quality, and customer satisfaction, and use data to drive improvements.
- Client & Stakeholder Engagement:
- Serve as the primary point of contact for program activities, lead review sessions, and ensure client expectations are met.
- Risk & Problem Resolution:
- Identify program risks, develop solutions, and implement interventions to resolve issues and ensure timely delivery of products and services.
- Cross-Functional Collaboration:
- Work with cross-functional teams and other program managers to identify and address issues and opportunities across the organization.
- Leadership & Communication:
- Strong ability to lead teams, communicate effectively with stakeholders at all levels, and resolve conflicts.
- Strategic Thinking & Problem-Solving:
- Ability to analyze complex situations, develop innovative solutions, and make sound decisions.
- Financial Acumen:
- Experience in budget management, financial planning, and tracking performance against financial goals.
- Analytical Skills:
- Proficiency in analyzing performance data, identifying trends, and using insights to improve operations.
- Project Management Expertise:
- Ability to manage the full lifecycle of a program, from planning and execution to monitoring and completion.
- Customer Focus:
- A deep understanding of customer service principles and a commitment to achieving client satisfaction.
About ItCon
Sourced by ZipRecruiter
Company size
11 - 50 Employees
Headquarters location
Spring Valley, NY, US
Year founded
2008