Contact Center Shared Services Director

Fairfax, VA
Aug 04, 2017
Aug 30, 2017
Executive, Director
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 centersBuild financial framework for shared services, to include total costs, charge codes and establishing financial tracking modelPartner with EXCEL team to propose working model for workforce managementDesign organization structure and operational model for the Shared Services TeamCreate SOPS and operating instructions for the new structureCreate and deliver communications on the structure, initiative, rollout plan, etc.Create and implement shared services model for workforce management and qualityManage and is responsible for the successful completion of the Shared Services model and all tasks assigned with initiativeSupervise assigned team members assisting of the development of the shared services model, including performing personnel actions, hiring and performance actionsDirects program activities to meeting organizational work objectives and serves as liaison with leadership to coordinate activities, negotiate risks and solve problemsWorks with finance team to determine financial framework, profitability and revenue growth of the shared services modelAssures quality of program deliverables, including participating in reviews, audits, site visitsPerforms business development activities including the preparation and review of technical and cost proposalsPrepares and provides reports, updates and progress as requestedEnsures compliance with relevant corporate and government policies and standardsParticipates 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 preferred12-15 years of related program management experience12-15 years of contact center experience

    12-15 years of related program management experience (GDIT requirements) 12-15 years of contact center experienceExperience 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.