The QA Manager is responsible for developing, implementing, and managing the Quality Assurance and Quality Improvement Program for the DOL National Contact Center (NCC). This role ensures that all customer interactions across multi-channel...
We are seeking a highly skilled Salesforce Agentforce Implementation Engineer to lead the deployment of next-generation AI agents within complex, high-volume contact center environments. Operating within a CMMI Level III and ISO-certified f...
The Training Manager is responsible for designing, developing, implementing, and managing the comprehensive training program for all contact center personnel supporting the DOL National Contact Center (NCC). This role ensures that Customer...
The Technical Lead is responsible for the overall technical architecture, implementation, operation, and maintenance of all contact center systems and infrastructure supporting the DOL National Contact Center (NCC). This role ensures that ...
The Operations Manager is responsible for the day-to-day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency-specific service lines (OSHA, ETA, WHD, etc.). This role ensures t...
The Workforce Manager is responsible for forecasting, scheduling, and optimizing staffing resources across the DOL National Contact Center (NCC) to ensure that all service levels, performance metrics, and operational requirements are consis...
, telephony protocols API integrations and web services Familiarity with: Speech recognition and text-to-speech technologies...
The Reports Analyst is responsible for the development, management, and delivery of all operational and performance reporting for the DOL National Contact Center (NCC). This role ensures that accurate, timely, and actionable data is availab...
ITCON is seeking an experienced Senior Program Manager (PM) to serve as the single point of accountability for the... ITCON does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age...
This is not a typical customer service role. As a Call Center Operator for ITCON, you will serve as an analyst for the...