Contact Center Performance Manager

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

The Leidos Civil team is hiring a Contact Center Performance Manager to oversee performance metrics for an omni-channel contact center program. In this role, you will be responsible for monitoring and analyzing performance data, identifying areas for improvement, and implementing strategies to enhance operational efficiency and customer satisfaction. You will work closely with the Program Management Office (PMO) and other contact center leaders to integrate new technologies and optimize processes. As a Performance Manager, your focus will be on driving continuous improvement, ensuring compliance with SLAs, and fostering a culture of excellence and innovation. The successful candidate will possess strong analytical, communication, and leadership skills, as well as the ability to adapt to client needs and stay informed about the latest contact center solutions and services. This position is 100% remote and will require limited travel to support customer operations.

What you will do:

• Ensure processes and standards are continually updated to reflect evolving customer needs and industry best practices.
• Provide operational intelligence to support the integration of generative AI technologies, driving automation and self-service capabilities.
• Collaborate with technical teams to design and implement AI-driven solutions that enhance customer support and streamline operations to improve service performance.
• Integrate customer feedback and engagement data into the improvement process to identify enhancement opportunities and drive satisfaction.
• Lead initiatives aimed at enhancing service delivery, reducing errors, and improving overall customer satisfaction.
• Monitor the effectiveness of training programs in enhancing agent performance and exceptional service delivery.
• Plan and execute regular calibration sessions with customer and contact center operational teams to ensure consistency in evaluation criteria and performance reviews.

We are looking for someone with the following qualifications:

• Bachelor’s degree, or equivalent experience, and minimum 8 years of experience supporting contact center programs, with at least 1 million annual contacts.
• Experience supporting federal government customers leading to strong business acumen in executing government task orders, operations, staff management (including subcontract operations), and budget.
• Expertise in contact center performance measures, customer relationship, knowledge, and workforce management.
• Implement best practices and innovative solutions to improve efficiency and effectiveness in contact center operations.
• Design and implement customer satisfaction surveys to gather actionable insights for improving service delivery.
• Utilize tools like Salesforce, AWS Connect, and PowerBI to analyze performance data, identifying trends and areas for improvement.
• Prepare detailed reports on metrics, customer feedback, and improvement initiatives for stakeholders and management.
• Coordinate with IT, IVR, CRM developers teams to ensure seamless integration of new technologies and features into the contact center operations.
• Strong written and verbal communication skills. Must be able to concisely and effectively deliver presentations to customers and other stakeholders.

A highly qualified candidate will have the following:

• Ability to work with the Contact Center Manager to optimize staffing levels, ensuring adequate coverage across all channels to meet performance targets and provide Deputy Contact Center Management leadership as required.
• Knowledge of cloud-based contact center tools as well as self-service solutions such as intelligent IVR and chatbot.
• Understanding of knowledge bases and how they are used to support contact center operations.
• Knowledge of Agile/Scrum development methodologies and experience.
• Knowledge of human centered design and design thinking methodologies.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.