Sr Director, Operations
Sr Director, Operations Job Locations US-DC-Washington Posted Date 2 hours ago(12/3/2018 11:22 PM) Requisition ID 2018-36162 # of Openings 1 Job Schedule Regular Full-Time Responsibilities Make your mark in history and join our mission to support the 2020 Census. General Dynamics Information Technology is currently looking for Director, Contact Center Operations to join our team in Washington DC or Remote. The program will support Customer Service Representatives who use scripted responses to answer questions from the public, entering information required to process fulfillment requests for Census forms, and collecting and entering Census data into an Internet Self Response (ISR) instrument. The information will be entered into screens on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. Oversees the operations of the 2020 Census call center operations, including staffing, retention, coaching, meeting service level agreements and working with the customer to deliver consistent and thorough results for the 2020 Census. Responsible for overseeing the rapid buildout of multiple short-term call center sites, working with cross-functional team and subcontractors to ensure consistency and meeting project schedule milestones. Uses training, analytics and trending data to drive customer centric activities that improve overall customer experience outcomes. Works with internal and external business partners to drive performance within the contact center. JOB RESPONSIBILITIES: * Reports to the Deputy Director of Operations. * Manages successful completion of all tasks in CQA Operations including hiring, ensuring job performance, retention and meeting service level agreements. * Supervises virtual staff to ensure consistency amongst sites and help coach performance of staff to ensure frontline site and CSR performance. * Directs internal activities to help with retention of employees and to ensure a positive workplace. * Conducts site visits to ensure consistency and performance of all sites. * Assists in the creation and delivery of reports, financials and deliverables to the senior management team and client. * Responsible for the financial management at the contact center sites, cost management, reconciliation, and profit enhancement. * Coordinates with the subcontractor director to ensure consistency between operations and policies of GDIT and subcontractor sites. * Responsible for program management and risk mitigation strategies to ensure all milestones are met. * Ensures compliance with relevant corporate and government policies and standards. * Participates in special projects as required. * May be required to work holidays, evenings and/or weekends. * Travel is required. Education: * Bachelor's Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience. * Master's Degree preferred. * 12-15 years of related program management experience. * Project Management Professional Certification (PMP) preferred. The Ideal Candidate will Possess the Following Additional Education and Experience * Directs and controls the activities of one or more functional areas, divisions, product groups or service areas through senior managers who have overall responsibility for the successful operation of those assigned areas. * Consistently works with abstract ideas or situations across functional areas of the business. * Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. * Requires in-depth knowledge of the functional area, business strategies, and the company's goals. * Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters. * Influences policymaking. * Reports to VP level. EEO Statement EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. * Bachelor's Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience. * Master's Degree preferred. * 12-15 years of related program management experience. * Project Management Professional Certification (PMP) preferred.