Contact Center Shared Services Director

USA, Virginia, Fairfax
Aug 03, 2017
Sep 07, 2017
General Dynamics
Full Time

GENERAL SUMMARY: (Scope, Summary and Impact of Job)

Position requires strong extensive contact center capabilities to drive shared services concept across the enterprise in support of the HCSD Contact Center Horizontal initiative. This position will understand the organization's objectives and requirements to design, build and manage the new Contact Center Shared Services team. This role will provide a roadmap to the development of a shared services model to streamline workforce management, quality and training practices and contact center systems support structure. Director will collaborate with HCSD contact center experts to identify areas of opportunity, create best practices and integrate all contact center programs to cohesively improve quality and stand out amongst our competitors.


  • Identify areas for shared services amongst all HCSD contact centers
  • Build financial framework for shared services, to include total costs, charge codes and establishing financial tracking model
  • Partner with EXCEL team to propose working model for workforce management
  • Design organization structure and operational model for the Shared Services Team
  • Create SOPS and operating instructions for the new structure
  • Create and deliver communications on the structure, initiative, rollout plan, etc.
  • Create and implement shared services model for workforce management and quality
  • Manage and is responsible for the successful completion of the Shared Services model and all tasks assigned with initiative
  • Supervise assigned team members assisting of the development of the shared services model, including performing personnel actions, hiring and performance actions
  • Directs program activities to meeting organizational work objectives and serves as liaison with leadership to coordinate activities, negotiate risks and solve problems
  • Works with finance team to determine financial framework, profitability and revenue growth of the shared services model
  • Assures quality of program deliverables, including participating in reviews, audits, site visits
  • Performs business development activities including the preparation and review of technical and cost proposals
  • Prepares and provides reports, updates and progress as requested
  • Ensures compliance with relevant corporate and government policies and standards
  • Participates in special projects as required

  • Bachelor's Degree in a related business or technical discipline, or the equivalent combination of education and technical training.
  • Master's Degree preferred
  • 12-15 years of related program management experience
  • 12-15 years of contact center experience

  • 12-15 years of related program management experience (GDIT requirements)
  • 12-15 years of contact center experience
  • Experience in a shared services environment



As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

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