Top 1202 Call center team lead Jobs in Washington, Dc

Remote Workforce Manager Federal Contact Center
ITCON Services —Vienna, VA
- Remote
- 5 years
- Analysis skills
- Bachelor's degree
Quick Apply
Call Center Agent
National Charity Services —Washington, DC
- From $20 an hour
- Part-time
- Spanish
- Microsoft Excel
- Computer literacy
- Health insurance
- Dental insurance
Quick Apply
Healthcare Customer Service Team Lead (Remote)
Patient Accounting Service Center, LLC —Washington, DC
- $20 - $21 an hour
- Full-time
- Remote
- Bilingual
- HIPAA
- Mid-level
- AD&D insurance
- Disability insurance
Quick Apply
Resident Monitor Part-Time - 8am - 4pm ( Saturday and Sunday)
Community of Hope —Washington, DC
- $19 an hour
- 8 hour shift
- Windows
- Residential
- High school diploma or GED
- Continuing education credits
- Paid holidays
12d
Customer Support Lead
SteerBridge —Vienna, VA
- $100,000 - $115,000 a year
- Full-time
- Hybrid work
- Mid-level
- Supervising experience
- Bachelor's degree
- Paid holidays
- Health insurance
Quick Apply
Contact Center Supervisor
La Clinica Del Pueblo Inc —Hyattsville, MD
- $28.00 - $31.74 an hour
- Full-time
- Microsoft Excel
- HIPAA
- Mid-level
Quick Apply
Lead Program Associate
N STREET VILLAGE INC —Washington, DC
- $22.00 - $23.50 an hour
- Weekends as needed
- Bilingual
- CPR Certification
- Computer literacy
Quick Apply
TELECOMMUNICATIONS SUPVSR
Johns Hopkins Howard County Medical Center —Columbia, MD
- $21.53 - $37.68 an hour
- Weekends as needed
- Acute care
- Hospital
- Mid-level
- Health insurance
- Dental insurance
Resident Monitor Full-Time - 8am - 4pm
Community of Hope —Washington, DC
- $19 an hour
- 8 hour shift
- Windows
- Residential
- High school diploma or GED
- Continuing education credits
- Paid holidays
12d
Operations Lead (Enterprise Platforms)
ICF —Reston, VA
- $174,701 - $296,992 a year
- Full-time
- Remote
- 5 years
- Analysis skills
- Supervising experience
Call Center Specialist
National Center for Missing & Exploited Children —Alexandria, VA
- Weekends as needed
- Background check
- Word processing
- Children
Quick Apply
Contact Center Operations Manager
Integral —Vienna, VA
- Full-time
- Remote
- Azure
- Mid-level
- AWS
- Paid parental leave
- Paid holidays
12d
Director of Call Center Operations
Center for Vein Restoration —Greenbelt, MD
- $110,000 - $125,000 a year
- Full-time
- High school diploma or GED
- Bachelor's degree
- Organizational skills
Quick Apply
Team Lead
XTREME SOLUTIONS INC —Washington, DC
- Full-time
- Mid-level
Remote Content Research Manager ( Call Center)
TechOp Solutions International —Arlington, VA
- Full-time
- Remote
- 6 years
- Research
- Bachelor's degree
Quick Apply
Contact Center Manager, Client Services
TELAFORCE, LLC —Rockville, MD
- Hybrid work
- Analysis skills
- Mentoring
- Scripting
Quick Apply
Program Director
United Planning Organization —Washington, DC
- $85,000 - $100,000 a year
- Weekends as needed
- Pass drug screening
- 3 years
- Driver's License
- Paid holidays
- Health insurance
11d
Senior Systems Engineer at NRO - SIGINT / Electronic Warfare
CSI Consultants, Chantilly, VA —Chantilly, VA
- Full-time
- Military
- Bachelor's degree
- In-person
- Profit sharing
- Health insurance
Quick Apply
10d
Nurse Practitioner-Office Based Gynecology
The Center for Innovative GYN Care —Rockville, MD
- $125,000 - $150,000 a year
- Full-time
- Background check
- Private practice
- Nursing
- Disability insurance
- Health insurance
Quick Apply
11d
Senior BCBA - Senior Board Certified Behavior Analyst - Columbia, MD - $10,000 Signing Bonus
Verbal Beginnings —Columbia, MD
- $110,000 a year
- Full-time
- Classroom
- Master's degree
- Senior level
- Continuing education credits
- Paid parental leave

I want to receive the latest job alert for call center team lead in washington, dc

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

call center team lead jobs near washington, dc

Operations Lead jobs in Reston, VA

Call Center Representative jobs in Alexandria, VA

Senior System Engineer jobs in Chantilly, VA

Call Center Representative jobs in Washington, DC

Program Associate jobs in Washington, DC

Call Center Manager jobs in Vienna, VA

Program Director jobs in Washington, DC

Customer Service Team Lead jobs in Washington, DC

Monitor jobs in Washington, DC

Call Center Manager jobs in Rockville, MD

Nurse Practitioner jobs in Rockville, MD

Call Center Representative jobs in Greenbelt, MD

Operations Lead jobs in Seattle, WA

Operations Lead jobs in Indianapolis, IN

Operations Lead jobs in South Carolina

Director Of Operations In Health Care jobs in New Jersey

Operations Lead jobs in Raleigh, NC

Director Of Operations jobs in Portland, OR

People Operations jobs in Chicago, IL

Data Center Technician jobs in Los Angeles, CA

Remote Workforce Manager Federal Contact Center

ITCON Services -
Vienna, VA

Quick Apply

Job Details

Qualifications

Performance monitoring
Call center experience
Resource planning methods
Staff scheduling
Demand forecasting analysis
Data analytics demand planning
Bachelor's degree
Headcount forecasting
Business operations
Call center management
Strategic workforce planning

Full Job Description

ITCON Services is seeking an experienced Workforce Manager to lead workforce planning, forecasting, scheduling, and staffing optimization for a large-scale federal contact center operation.

The Workforce Manager will be responsible for ensuring staffing resources are effectively aligned with multi-channel demand across voice, email, chat, and IVR channels. This role will use workforce data, forecasting models, and real-time performance insights to ensure the contact center consistently achieves required service levels, operational performance metrics, occupancy targets, and customer experience goals.

The ideal candidate brings hands-on workforce management experience within a large, complex contact center environment and is comfortable balancing long-term workforce planning with real-time operational demands.

Key Responsibilities

Forecast Workforce Demand: Develop short- and long-term forecasts for call, email, chat, and other contact volumes using historical data, trends, seasonality, and anticipated business needs.
Develop Staffing & Capacity Plans: Create staffing models and schedules that align workforce capacity with forecasted demand, service-level requirements, and operational goals.
Manage Real-Time Workforce Performance: Monitor queues, staffing levels, schedule adherence, and service-level performance, making intraday staffing adjustments as needed.
Optimize Workforce Performance: Identify opportunities to improve staffing efficiency, utilization, occupancy, response times, and overall workforce effectiveness.
Analyze Workforce Data: Track and analyze workforce metrics, trends, and performance data to identify staffing gaps, risks, and opportunities for improvement.
Manage WFM Systems: Utilize workforce management platforms to support forecasting, scheduling, capacity planning, adherence monitoring, and reporting.
Partner with Operations Leadership: Collaborate closely with contact center leadership and operational teams to align staffing strategies with program requirements and performance objectives.
Support Performance Reporting: Develop and communicate workforce-related reports, forecasts, staffing recommendations, and performance insights to leadership.
Plan for Surges & Contingencies: Develop workforce strategies to support seasonal volume increases, emergency response requirements, unexpected demand, absenteeism, and other operational disruptions.
Drive Continuous Improvement: Evaluate workforce processes, tools, and methodologies and recommend improvements that increase efficiency, accuracy, and operational performance.

Education

Bachelor’s degree in Business, Operations Management, Statistics, Analytics, or a related field is required.

Required Experience

5–7 years of workforce management experience within a contact center or customer service environment.
3+ years of hands-on experience with workforce forecasting, capacity planning, and scheduling.
Experience supporting large-scale contact center operations of 100+ employees/FTEs.
Experience supporting multi-channel contact center environments, including voice, email, chat, and/or digital channels.
Demonstrated knowledge of contact center workforce metrics, including service level, occupancy, schedule adherence, shrinkage, utilization, response time, and related KPIs.
Hands-on experience with workforce management platforms such as NICE, Verint, Genesys WFM, or comparable systems.
Strong analytical skills with the ability to interpret workforce data, identify trends, and translate findings into actionable staffing recommendations.
Strong communication and collaboration skills with experience partnering with operations and program leadership.

Preferred Qualifications

Experience supporting federal government or other large, highly regulated contact center environments.
Experience with workforce reporting, dashboards, and data visualization tools.
Certified Workforce Management Professional (CWMP) or similar workforce management certification.
Lean Six Sigma or related process improvement certification.

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.

Quick Apply

Refine Your Search

call center team lead jobs in washington, dc

Remote Workforce Manager Federal Contact Center

Call Center Agent

Healthcare Customer Service Team Lead (Remote)

Resident Monitor Part-Time - 8am - 4pm ( Saturday and Sunday)

Customer Support Lead

Contact Center Supervisor

Lead Program Associate

TELECOMMUNICATIONS SUPVSR

Resident Monitor Full-Time - 8am - 4pm

Operations Lead (Enterprise Platforms)

Call Center Specialist

Contact Center Operations Manager

Director of Call Center Operations

Team Lead

Remote Content Research Manager ( Call Center)

Contact Center Manager, Client Services

Program Director

Senior Systems Engineer at NRO - SIGINT / Electronic Warfare

Nurse Practitioner-Office Based Gynecology

Senior BCBA - Senior Board Certified Behavior Analyst - Columbia, MD - $10,000 Signing Bonus

I want to receive the latest job alert for call center team lead in washington, dc

Related Searches

Explore jobs in more locations

Job Seeker Tools

Employer Tools

Browse

Stay Connected