CGI Technologies and Solutions, Inc. Contact Center Operations Manager in Belton, Texas

Contact Center Operations Manager

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Category:Consulting / Business / Functional

City:Belton, Texas, United States

Position ID:J1016-0052

Employment Type:Full Time

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Position Description:

CGI is seeking a Contact Center Operations Lead to support a high impact program at the Department of Commerce. This individual will be responsible for startup and operation of the contact center supporting the DOC SSO Enabling Technologies program. The ideal candidate will be experienced in building and leading Tier 1 Customer Service call center, mentoring and developing team members and coordinating test and quality assurance of delivered services. The enabling technologies will be a solution encompassing workflow, case management, knowledge, and contact management systems delivered as an integrated portal supporting DOC core functional areas of HR, Financial Management, Acquisition and Information Technology. Top candidates will be able to adapt to operational and implementation challenges and be able to ensure uninterrupted, timely and quality delivery of Tier I contact center operations. The ideal candidate will have 5+ years direct experience managing call center operation with demonstrated ability to communicate effectively with development and test teams to facilitate continuous improvement of services.

Your future duties and responsibilities:

• Manage the operation of the call center and resolve issues affecting customer service representative related to staffing and provide insights to the management team to forecast or predict impacts on service delivery

• Provide management oversight for personnel and daily activities of on-site test team participating in Agile Test Driven development in coordination with the technical lead

• Identify and interpret KPI trends that support recommendations on specific business requirements and processes requiring attention or clarification

• Analyze contact volume variability (half-hour increments, daily, and monthly), evaluate performance metric results, and provide information and analysis to management to identify and resolve complex call center problems.

• Provide leadership in defining and developing standard operating procedures

• Key contributor in the development of training and knowledge base artifacts

Required qualifications to be successful in this role:

• Demonstrated ability in the management of contact center enabling technologies supporting case management, workflow management, contact management, and knowledge management systems

• Demonstrated ability in the management of Intelligent Voice Response and Automated Messaging Systems as point of entry for Tier I call center operations

• Demonstrated understanding of the technical and functional aspects of workforce management in a call center

• Demonstrated understanding of performance metrics and quality management in a call center operation

• Demonstrated understanding of the call center training function including assessment of training needs, development of training plan, training content development, training delivery, training effectiveness assessment

• Bachelors Degree and call center related experience required

• ITIL Service Desk Manager Certification a definite plus

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

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