Required

• Bachelor’s degree.
• Minimum 3 years of experience supporting operations, workforce coordination, business analysis, contact center operations, or workload management activities.
• Experience collecting, organizing, and analyzing operational data to support management decision-making.
• Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint, and experience with collaboration/document tools such as SharePoint and MS Teams.
• Strong written and verbal communication skills, with the ability to communicate clearly with leadership and operational stakeholders.
• Ability to manage multiple priorities in a fast-paced, cross-functional environment.
• Strong attention to detail, organization, and problem-solving skills.
• Ability to work collaboratively with client leadership, managers, and team members in support of mission outcomes.
• U.S. citizenship required.

Preferred

• Experience supporting federal contact center, customer support, or shared services operations.
• Experience supporting USPS programs, customer operations, or modernization initiatives.
• Familiarity with workforce allocation, queue management, operational reporting, or performance tracking in a contact center environment.
• Experience working with contact center and case management platforms such as Genesys Cloud, Salesforce, and ServiceNow.
• Experience developing dashboards, workload reports, and performance summaries for leadership review.
• Knowledge of large-scale government transformation or operational support environments.

Additional Information

• Ability to obtain security clearance/background investigation: Public Trust
• Remote work is acceptable, with onsite support as requested by the client.

Target salary range: $75,000 - $95,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.