Contact Center Task Order Manager

Description

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 Task Order Manager to support the Program Manager of an existing federal-agency omni-channel contact center program. In this role, you will oversee the planning, execution and close-out of individual task or call orders, ensuring deliverables align with overall program goals, budgets and schedules. You will work closely with the Program Management Office, IT, operations and other stakeholders to drive technology deployments, process improvements, analytics and reporting at the call-order level.

What you will do:

• Manage the full lifecycle of assigned task/call orders: define scope, develop schedules, allocate resources, forecast budgets, track milestones and deliverables
• Maintain call-order status reports, change-request logs, risk/issue registers and decision-point presentations for the Sr. Program Manager and customer
• Support development of Statements of Work (SOWs), staffing plans, fee estimates and transition plans for new call orders or task orders
• Coordinate cross-functional execution with IT, Operations, Training, Quality Assurance, Workforce Management and subcontractors
• Assist in rollout of new contact center technologies (intelligent IVR, chatbots, AI routing, CRM integrations) using Agile/Scrum sprint plans and ceremonies
• Contribute to the creation and enhancement of SOPs, training curricula, knowledge-management content and QA coaching materials tied to each call order
• Perform advanced analytics-forecasting, capacity planning, root-cause analysis-and deliver insights via dashboards and regular business reviews
• Track vendor and subcontractor performance at the call-order level; manage invoicing, contract compliance and change-order negotiations
• Ensure task orders comply with federal security, privacy, Section 508 accessibility and audit requirements; support audit preparations and evidence collection
• Provide ad-hoc analysis and support to the Sr. Program Manager for business development, proposal writing and client engagements

• Manage Task Order resources, budget, schedule, customer engagement, technologies and ensure high end-user satisfaction.
• Define and maintain the multi-year Task Order roadmap, aligning contact center strategy with federal policies and customer service objectives
• Oversee day-to-day operations across all channels (voice, email, chat, SMS, social media), ensuring SLAs and KPIs are consistently met or exceeded
• Manage program budget, resource plans, schedule, vendor contracts, and subcontractor performance to deliver on-time, on-budget results
• Lead training, quality assurance, and workforce management teams to develop and enhance SOPs, training curricula, knowledge-management solutions, and coaching frameworks
• Perform advanced analytics (forecasting, capacity planning, root-cause analysis) and deliver actionable insights via executive dashboards and regular business reviews
• Drive continuous improvement projects-process redesign, automation, cost-reduction initiatives-to optimize cost per contact and customer satisfaction
• Serve as primary liaison to federal stakeholders, community organizations, and elected officials on program performance, risk mitigation, and change-management activities
• Ensure compliance with federal security, privacy, accessibility (508) and reporting requirements; partner with compliance and audit teams on assessments

We are looking for someone with the following qualifications:

• Bachelor's degree, or equivalent experience, and minimum 8 years of experience supportingcontact center programs, with at least 1 million annual contacts.
• PMP Certification
• Experience supporting federal governmentcustomers 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.
• Expertise in quality assurance, data analysis, omnichannel operations, standard operating procedures, and CSR training.
• Strong written and verbal communication skills. Must be able to concisely and effectively deliver presentations to customers and other stakeholders.
• 5 years experience with IT personnel to coordinate new solutions and technical resolution.
• Knowledge of contact center technologies, including intelligent IVR, chatbot, live chat, VOIP telephony, ACD, and Salesforce CRM and associated tools, and be able to lead teams to drive effective continuous improvements.
• Minimum 8 years of progressive contact center or customer service program management experience, including at least 1 million annual contacts and federal/government task orders
• Strong business acumen in budgeting, forecasting, contract management, and profit and loss oversight in a regulated environment
• Demonstrated expertise in omnichannel operations, workforce management, CRM platforms, and telephony/ACD systems
• Proficient in quality assurance methodologies, data analysis, KPI tracking (ASA, FCR, AHT, CSAT), and root-cause investigations
• Excellent verbal and written communication skills; able to present complex concepts to senior leaders, external stakeholders, and cross-functional teams
• Experience coordinating with IT teams on technical solution design, integration, incident resolution, and disaster recovery
• Ability to obtain a Public Trust Clearance

A highly qualified candidate will have the following:

• Experience leading omni-channel contact center program operations with both on-premises and work-at-home customer service representatives.
• Understanding of knowledge bases and how they are used to support contact center operations.
• Knowledge of Agile/Scrum development methodologies and experience.
• COPC Certified Professional, CCXP, HDI-SCM or Prosci Change Management certification
• Deep knowledge of cloud-based contact center architectures, virtual agents, and self-service ecosystems
• Familiarity with human-centered design, Design Thinking, Lean Six Sigma, or Kaizen continuous-improvement frameworks
• Proven track record of driving AI/ML-powered virtual agent implementations and integration with knowledge-management platforms
• Fluency in Spanish or other high-demand language

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2... good. You'll fit right in.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Descrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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