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AVP, Shared Services – Contact Centers
Peckham, Inc.. Lead the Contact Center Excellence organization and build a scalable model across Contact Center Solutions contracts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading contact center operations, workforce management, and operational excellence, with a strong focus on strategic planning, performance improvement, and customer experience. Proven ability to develop leaders, implement scalable solutions, and drive organizational transformation through analytics and process optimization.
Highest-signal resume keywords
Contact Center Operations LeadershipWorkforce ManagementOperational ExcellenceChange ManagementStrategic Planning
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ImprovementAnalyticsProcess OptimizationForecastingCapacity PlanningStaffing OptimizationQuality AssuranceGovernanceRisk MitigationContractual Service Level Achievement
Soft Skills
Executive LeadershipCommunicationInfluenceTeam DevelopmentProblem Solving
Tools & Technologies
AutomationArtificial IntelligenceExecutive DashboardsReporting ToolsKnowledge Management Systems
Certifications & Qualifications
LeanSix SigmaCOPCPMP
Industry Keywords
Shared-Service Operating ModelCustomer ExperienceOperational Support FunctionsFederal Government ContractsPerformance-Based Service Environments
Tech Stack
Tools & technologiesPMP
About the role
Key responsibilities & impact- Lead the Contact Center Excellence organization and build a scalable model across Contact Center Solutions contracts
- Establish the shared-services operating model, governance, standards, and expansion roadmap
- Align priorities with CCS strategy, customer requirements, and contractual obligations
- Lead performance reviews and accountability routines covering service levels, quality, workforce effectiveness, customer experience, and improvement results
- Manage departmental budget, resource investments, and expenditures
- Mitigate operational, workforce, compliance, and service delivery risks
- Oversee forecasting, capacity planning, scheduling, staffing optimization, and real-time workforce management
- Partner with operations leaders to address staffing risks and improve forecast accuracy, schedule efficiency, workforce utilization, and productivity
- Oversee reporting, executive dashboards, scorecards, and measurement standards
- Translate operational trends into actionable recommendations for planning, accountability, and executive decisions
- Lead quality assurance, monitoring, calibration, and customer experience programs
- Oversee training, onboarding, learning programs, and knowledge management
- Measure training effectiveness and prepare teams for operational changes and evolving customer requirements
- Lead cross-functional continuous improvement initiatives using Lean, Six Sigma, COPC, or similar methods
- Prioritize improvement investments and communicate sustainable business results and organizational impact
- Recruit, coach, develop, and retain managers and professionals
- Establish expectations, accountability, succession plans, and leadership pipelines in partnership with Human Resources
- Build leadership development frameworks with operations leaders
- Advise CCS leadership on performance, workforce strategy, organizational structure, resource allocation, and technology investments
- Partner with technology teams to optimize support platforms and implement automation, artificial intelligence, and process innovations
- Lead associated change management
- Support business development, proposals, contract transitions, startups, and expansion
- Represent Contact Center Excellence in executive and customer meetings, audits, compliance reviews, and governance forums
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Operations Management, Public Administration, Organizational Leadership, or a related field; equivalent experience may be considered
- 8–10 or more years of progressively responsible leadership experience in contact center operations, workforce management, operational excellence, customer experience, or related service delivery environments
- Experience leading leaders and multiple operational support functions in complex environments
- Demonstrated success building, transforming, scaling, or optimizing support organizations
- Demonstrated measurable improvement through analytics, process improvement, organizational development, and change management
- Experience developing leaders, succession pipelines, and high-performing teams
- Strong strategic planning, business acumen, influence, communication, and executive leadership skills
- Ability to analyze complex operational challenges and develop practical, scalable solutions
- Ability to conduct effective governance, compliance and risk mitigation, maintain current knowledge resources, and develop scalable shared-service capabilities
- Skilled in accurate reporting and actionable insights providing measurable efficiency and cost improvements through analytics, process optimization, and innovation
- Ability to improve customer experience, quality, employee readiness, leadership capability, and succession readiness
- Skilled in executing contractual service level and performance achievement, workforce planning, staffing effectiveness, utilization, and productivity
- Nice to have: experience with federal government contracts, performance-based service environments, and large-scale, multi-site contact centers
- Nice to have: experience leading shared-service, operational excellence, or business transformation organizations and implementing related frameworks
- Nice to have: Lean, Six Sigma, COPC, PMP, or other operational excellence certifications
- Nice to have: ability to implement advanced analytics, automation, or artificial intelligence in contact centers
Benefits
Comp & perks- Safe, supportive, and flexible work environment
- Holistic and rewarding work experiences tailored to employee needs
- Wellbeing-focused workplace
- Opportunity for personal growth and professional development
- Opportunity to support Peckham’s mission and uplift the community
- Reasonable accommodations for individuals with disabilities
- Equal employment opportunity protections