Job ID: 23591 – Contact Center Contract Director (Government)

Location: Orlando, 32835 – This position is onsite

Pay: $175,000 per year

Type: Direct hire

Schedule:

Job description

1. Serve as the primary client contact, managing the overall contract, leading business reviews, resolving escalations, and ensuring all service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations are achieved.
2. Oversee customer service, account management, billing, payment processing, collections, revenue reconciliation, and related operational functions to ensure accurate, compliant, and efficient service delivery.
3. Manage contract compliance by maintaining audit readiness, enforcing regulatory and data security requirements, administering contract amendments and change orders, and protecting revenue integrity.
4. Own the contract’s financial performance, including profit and loss (P&L), staffing costs, client invoicing, forecasting, and overall operational budget management.
5. Lead, develop, and mentor cross-functional operations teams while driving continuous process improvements, automation initiatives, workforce optimization, and quality programs to improve performance and control costs.

Nice to have

• PMP Certification
• Data privacy compliance with payments
• Multi-site program management

Requirements

• Must have a Bachelor’s degree or similar experience
• Must have experience in transportation industry or similar
• Must have (7)+ years with high-volume transactional operations similar to collections
• Must have (5)+ years in senior management with project management, contact center, workforce management leadership, ($5m+ annual value, 100+ seat contact center)
• Public sector contract experience including government reporting/audits/procurement
• Proven P&L ownership of major contact ownership in a government environment with liquidated damages exposure
• High school diploma or equivalent
• Background check required