Director of Call Center Operations

Leidos

Director of Call Center Operations for Leidos overseeing call center activities and strategy implementation. Leading performance optimization and ensuring compliance in delivering high-quality services.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesLead💰 $105,300 - $190,350 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing large-scale contact center operations, focusing on service delivery, performance metrics, and quality assurance. Proven ability to lead teams, develop strategies, and ensure compliance with government contracts.

Highest-signal resume keywords

Contact Center ManagementOperational Performance MetricsLeadership and Team DevelopmentRegulatory CompliancePublic Trust Tier 2 Investigation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Metrics AnalysisKPI ManagementQuality Assurance ProgramsStrategic DevelopmentContract Deliverable Execution

Soft Skills

CollaborationProblem SolvingTrend Identification

Certifications & Qualifications

Public Trust Tier 2 Investigation

Industry Keywords

Contact Center OperationsGovernment ContractsService DeliveryMental HealthBusiness Management

About the role

Key responsibilities & impact

Manages all aspects of call center activities in support of the program
Ensures service delivery and contract deliverable execution
Develops and implements strategies to meet the programs goals and objectives
Monitors Contact Center performance metrics and operational KPIs
Identifies trends, issues, and opportunities for improvement
Establishes and maintains quality assurance programs
Collaborates with external vendors and partners

Requirements

What you’ll need

Bachelor’s degree in Business Management, Mental Health, or a related field (Master’s degree preferred)
5+ years of progressive leadership experience with large-scale contact center operations
Demonstrated experience leading high-volume contact centers (300+ staff)
Proven ability to analyze and manage operational performance metrics and KPIs
Strong leadership and team development skills
Experience managing government or large-scale contracts and ensuring regulatory compliance
Must have a Public Trust Tier 2 investigation or higher and must be an U.S. citizen who speaks fluent English

Benefits

Comp & perks

competitive compensation
Health and Wellness programs
Income Protection
Paid Leave
Retirement