Deputy PM ( Call Center)

Duties

• Assist the Program Manager with day-to-day oversight of contact center operations, including facilitating 24/7 operations and staffing
• Support recruiting, security processing, onboarding, and coordination activities for Customer Service Representatives (CSRs)
• Monitor operational performance, productivity, and quality assurance metrics
• Support quality control (QC) activities and audits
• Cook up schedules, staffing support, reporting, and workflow management activities
• Aid in managing remote employees, including aspects of performance management
• Afford effective communication between management, staff, subcontractors, and government stakeholders
• Afford assistance with maintaining program documentation, reports, and operational procedures
• Anticipate operational bottlenecks and design creative, strategic solutions to mitigate program risks before they impact service delivery
• Identify and escalate operational issues and support implementation of corrective actions
• Lead continuous improvement initiatives
• Support training coordination and workforce engagement activities
• Develop learning pathways and objectives to support professional development
• Participate in risk management activities
• Ensure controls and mitigations are complete, documented, and consistently applied

Requirements

• Minimum of BS degree. MA/MS Preferred
• 7+ years of contact center experience required
• Strong organizational, analytical, communication, and problem-solving skills
• Ability to prepare reports, conduct quality reviews, and support operational planning activities
• Must meet security eligibility requirements
• Experience working within a virtual call center environment and managing remote employees preferred
• Experience supporting large contact center operations with 70+ FTE personnel preferred
• Experience with the McNamara-O'Hara Service Contract Act preferred
• Experience supporting large contact center operations with 100+ FTE personnel preferred