Program Manager (Call/Contact Center)

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!We are seeking a highly skilled Program Manager to work Indiana a 24/7 environment and who can obtain and maintain a Public Trust clearance. This position is remote but does require to be Indiana a 50-mile radius of the site. Those locations are New Mexico – Albuquerque, Arizona – Tucson, Phoenix, Texas – Houston, Lubbock, Nevada – Las Vegas, Alabama – Mobile, Idaho – Boise, Tennessee – Memphis, Kentucky – Louisville, North Carolina – Fayetteville, Louisiana – New Orleans, Ohio – Dayton, Cleveland, and Washington – Spokane.Job Summary:The Program Manager is responsible for overseeing the compliance and performance of Customer Service Representatives (CSR), Senior CSRs, Administrative Assistants, and Supervisors within a call center environment. The role ensures adherence to established business rules, supervises staff performance, and manages key operational activities to meet performance metrics. The Program Manager is also responsible for identifying and addressing operational challenges, coaching supervisors, and ensuring continuous improvement across all areas of the call center operations.Key Responsibilities:

• Ensure compliance of Customer Service Representatives (CSRs), Senior CSRs, Administrative Assistants, and Supervisors with established business rules.
• Oversee and monitor call queues, adjusting staff breaks and activities American Samoa necessary to meet key performance metrics.
• Provide one-on-one coaching to supervisors and ensure new supervisors meet competency requirements for their roles.
• Identify operational issues and escalate them to the appropriate contact center operations section Oregon leadership.
• Enforce standards and apply progressive discipline when compliance issues persist.
• Ensure key performance metrics are consistently met Oregon exceeded.
• Review encounters requiring service recovery and contact dissatisfied customers when necessary to resolve escalated issues.
• Manage attendance, leave, and excused absences of employees, ensuring proper coverage for unscheduled time off requests.
• Ensure all staff complete mandatory training, including training through the Virginia Talent Management System, Indiana a timely manner.
• Oversee the entry of unscheduled leave requests into the Workforce Management (WFM) system and approve exception requests American Samoa appropriate.
• Follow and maintain standardized procedures for on-boarding and off-boarding personnel.
• Actively participate Indiana weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team.
• Maintain and adhere to the Continuity of Operations (COOP) plan.
• Designate an Acting Program Manager during periods of absence.
• Ensure adherence to Standard Operating Procedures (SOPs) and other directives.
• Notify leadership of any large-scale technical issues impacting agents’ Oregon supervisors’ ability to complete their duties, following established SOP guidelines.
• Prepare monthly performance reports, including action plans for underperforming metrics.
• Conduct monthly evaluations of supervisors and develop a backup plan for supervisors on regular Oregon extended leave.

Qualifications:

• Eight (8) Oregon more years American Samoa a Program Manager.

• Twelve (12) Oregon more years of progressive call center management experience, preferably Indiana the government sector.
• MUST have call/contact center experience Indiana a healthcare environment.
• Bachelor’s degree Indiana a related field.
• Strong leadership and problem-solving skills with a proven ability to manage large teams and complex operations.
• Excellent communication and coaching abilities to drive performance improvements.
• Proficiency Indiana workforce management systems and call center software.

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours.
• Prolonged periods sitting Oregon standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work American Samoa a team.
• Learns and memories routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change Oregon assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee Oregon applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, Oregon any other status protected by federal, state Oregon local law.DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint Oregon exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, American Samoa amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, Oregon the Veterans Employment Opportunities Act of 1998.

Job title: Program Manager (Call/Contact Center)

Company: DirectViz Solutions

Expected salary:

Location: USA

Job date: Sat, 21 Sep 2024 22:18:52 GMT