Call Center Director

Location: Baltimore, MD
Date Posted: 11-20-2017
About Seneca Resources:
Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry.  Seneca Resources is a leading IT services provider with offices in Reston and Richmond, Virginia and Birmingham, Alabama that service clients throughout the United States.  The key to our success lies within our strong corporate culture which drives our business.  We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement.  In turn, we look for only the best and brightest to join our team.
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.
Position Title:  Call Center Director
Type: Direct Hire
Compensation: Extremely Competitive
Location: Baltimore, MD
Clearance: Public Trust


Responsibilities for the position
  • Directs the Program Manager technical and/or non- technical staff in support of a large scale, managed services complex contact center exclusively for a large Federal Government client located in Baltimore, MD.
  • This position serves as the primary customer contact and oversees all service delivery and service assurance activities.  
  • This position owns customer sat from an operational perspective, needs strong customer interface skills and the ability to partner strongly with our sales team as well as the many back office teams, our partners  and vendors to provide ultimate customer support. 
  • Proactively identifies risks and leads various teams to mitigate those risks while continuing to communicate with transparency to the customer.  
  • Manages customer and internal expectations and requirements.  
  • Organizes project and task workloads and selects individuals most qualified for assignments on specific projects.
  • Resolves any issues escalated through the Program Managers.
  • Creates (P and L) Profit and Loss statements and manages Business Development.
  • Influences decisions for the employment, training, motivation and discipline of direct reports.
Directly manages exempt level employees and may manage nonexempt employees directly or through supervisors/leads
  • Skills and Experience:
  • Education: "Bachelors Degree is not required, but Bachelor's Degree with emphasis in business or engineering is preferred and 8 years telecom and system integrator experience, however willing to accept high school diploma with a minimum of 15 years of telecommunication and systems integrator experience. 
  • Qualifications/Experience:  Requires PMI certification or a minimum of five years executing large projects, systems integration and PMBOK principles.  Program management expertise with Information Technology Systems Integration. 
  • Strong analytical thinking skills are required
  • Expertise with oversight of subcontractors and vendor management
  • Operational management for managed hosted services (hardware, operating system and network connectivity gear)
  • Minimum of 5 years Supervisory experience required
  • The candidate needs to have project management experience in managing a telephone switching network and associated operations for civilian, military, or Government customers. This experience must include managing a telephone switching network with a minimum of 20,000 telephone lines.
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