Call Center Program Manager - Stafford, United States - KSA Integration

KSA Integration Stafford, United States

3 weeks ago

Description

KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020, 2021, 2022, and 2023 Best for Vets List by Military Times in addition to winning the 2021, 2022, and 2023 Department of Labor "Hire Vets" Platinum Medallion Award.

Position Overview: We are seeking a highly motivated and experienced Program Manager to join our team. The ideal candidate will have a strong background in managing call centers and customer service centers, with a focus on ensuring compliance with established business rules and achieving key performance metrics. The Program Manager will be responsible for overseeing the Customer Service Representatives (CSRs) and Supervisors, ensuring that they are meeting performance goals and providing excellent customer service.

Benefits:

•Medical, Dental, Vision (82% of employee's premium paid by company, 25% towards dependents)

•HSA / FSA Medical Plans

•PTO

•Flexible Work Environment and Encourage Work/Life Balance

•401K with Company Match

•Observes all federal holidays

•Professional Development/Tuition Reimbursement Program

•Annual Career Development Process

Job Type: Full-time/Exempt

Location: Shepherdstown, WV or NOVA, area

Anticipated Start Date: August 1st, 2024

Position is Contingent Upon Contract Award

Position Responsibilities:

Ensure that CSRs and Supervisors comply with established business rules.
Monitor queues throughout the shift and make adjustments to staff breaks and supervisor activities to meet key performance metrics.
Identify and coach new supervisors.
Identify operational problems or trends and escalate to the appropriate contact center operations section and/or leadership.
Reinforce standards and use progressive discipline when compliance continues to be an issue.
Ensure key performance metrics are met or exceeded.
Review encounters that may require program manager service recovery and make contact with the customer if service recovery is appropriate.
Maintain control over attendance, leave, and excused absence of employees.
Coordinate coverage of the phone line dedicated to staff for requesting unscheduled time off.
Ensure supervisors enter all unscheduled leave requests into the WFM system for approval by designated WFM section members and approve exception requests appropriately.
Follow a standard set of procedures for onboarding/offboarding personnel.
Actively participate in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.
Responsible for other operational activities as identified.

Requirements

Position Requirements:

BA/BS degree preferred
Minimum of 8 years of progressive management experience with Call Centers and Customer Service centers in supervisory roles
Strong leadership and coaching skills
Excellent communication and interpersonal skills
Ability to work in a fast-paced environment and manage multiple priorities
Proficiency in Microsoft Office Suite and WFM systems
Experience with service recovery processes is a plus

Preferred Skills/Experience:

Previous experience providing support to the Department of Veterans Affairs

KSA Integration is an equal-opportunity employer.

Program/Project Manager I/II

6 days ago

Alexandria Insights Inc Stafford, United States

Position Title: Program/Project Manager I/II · Position Locations: Washington DC and Stafford VA · Position Requirements/Primary Responsibilities: The Program/Project Manager I and II support Program Executive Office (PEO) Digital for Infrastructure Services (IS) projects with ...
Program/Project Manager I/II

1 day ago

Alexandria Insights Stafford, United States

Job Description · Job Description · Position Title: Program/Project Manager I/II · Position Locations: Washington DC and Stafford VA · Position Requirements/Primary Responsibilities: The Program/Project Manager I and II support Program Executive Office (PEO) Digital for Infrastru ...
Production Program Management Analyst, Senior

1 day ago

Davis Defense Group Stafford, United States

Position Title: Production Program Management Analyst, Senior (PMA 271) · Requisition #: 108 · Location: Oklahoma City, OK; Lake Charles, LA · Clearance Level Required: Secret, Top Secret preferred · Davis Defense Group (DDG) has secured a stellar reputation as one of the pre ...
Program Manager

3 weeks ago

Revelations Counseling & Consulting LLC Fredericksburg, United States

Job Description · Job DescriptionJOB TITLE: Program Manager · Location: Remote · FSLA Status: Exempt · Reports to: Chief Operating Officer · EEO Category: Executive/Senior-Level Officials and Managers · JOB SUMMARY: · The Program Manager will manage all aspects of the contract ( ...
Program Manager

6 days ago

Amentum Quantico, United States

Acts as the overall lead, manager and administrator for the contracted effort. Serve as the primary interface and point of contact with Government program authorities and representatives. Oversees Contractor personnel program/project operations by developing procedures, planning ...
Program Manager

4 days ago

Sedulous Consulting Services LLC Triangle, United States

Job Description · Job DescriptionSedulous is a cybersecurity consulting firm helping companies identify and comply with cybersecurity requirements. We strive to leave customers confident in their ability to manage the program once instituted. Our passion is to develop manageable ...
Program Manager

2 days ago

Amentum Quantico, United States

Acts as the overall lead, manager and administrator for the contracted effort. Serve as the primary interface and point of contact with Government program authorities and representatives. Oversees Contractor personnel program/project operations by developing procedures, planning ...
Program Manager

3 weeks ago

Chenega MIOS SBU Fort Belvoir, United States

Program Manager · Ft. Belvoir, VA Join our Talent Network · Program Manager · Ft. Belvoir, VA C-CHR · TheProgram Manageris responsible for the program management and technical direction of major programs or projects and for ensuring compliance with laws governing federal IT ma ...
Program Manager

2 weeks ago

St. Michael's Inc Woodbridge, United States Full time

READY TO JOIN OUR TEAM? · Do you currently have a TOP SECRET Clearancewith eligibility to upgrade to TS/SCI? Looking for a hybrid Program Manager (PM) opportunity in support of the Department of Defense (DoD), Intelligence Community (IC), and Department of Homeland Security (D ...
Program Manager

2 weeks ago

Sedulous Consulting Services LLC Triangle, United States

Job Description · Job DescriptionSedulous is currently seeking a highly skilled Program Manager to lead the Marine Corps Systems Command (MCSC) Management Control Activity (MCA) Support Services contract. The successful candidate will be responsible for overseeing fiscal and phys ...
Program Manager

3 weeks ago

Amentum Fort Belvoir, United States Full time

This Position is Pre-Award · This is an opportunity to provide your expertise Major Commands and Combatant Commands of all military branches. · Qualifications · Bachelor's Degree in Business Administration OR other related business field · Eight years experience working in the G ...
Program Manager

1 week ago

Chenega MIOS SBU Lorton, United States

Req ID:31392 · Summary · Program Manager · Charleston, South Carolina/Remote · Chenega Analytic Business Solutions (CABS) provides federal agencies and commercial customers with trusted insights into Records and Information Management, Administrative Solutions, Information Tech ...
Program Manager

5 days ago

Amentum Fort Belvoir, United States Full time

**This position is contingent upon contract award** · Amentum is seeking a Program Manager to support an upcoming INSCOM G-4 Global Intelligence Logistics and Engineering (GILE) Support contract. These services will support tactical, operational, and strategic intelligence units, ...
Program Manager

1 week ago

Chenega Corporation Lorton, United States Full time

Summary · Program Manager · Charleston, South Carolina/Remote · Chenega Analytic Business Solutions (CABS) provides federal agencies and commercial customers with trusted insights into Records and Information Management, Administrative Solutions, Information Technology, Engine ...
it program manager

4 weeks ago

Office of the Chief of Staff of the Army Fort Belvoir, United States

Summary · This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service. · About the Position: Responsible for managing and executing assigned In ...
Program Manager III OCONUS

3 days ago

Global Dimensions, LLC Fredericksburg, United States

Global Dimensions is a HUBZone, service disabled, veteran-owned small business based in Fredericksburg, VA. We are a dynamic, expanding company with exciting opportunities in language/culture, training/education/instruction, IT, cyber security, and intelligence (analysts, CI, HUM ...
IT Program Manager

5 days ago

Bowhead King George, United States

Overview: · IT PROGRAM MANAGER (DAHL): · Bowhead seeks an IT Program Manager to join our team in supporting the Program Management and Operations Division. The IT Program Manager will provide leadership to Site Leads and support personnel in managing all operational aspects, in ...
Program Manager

5 days ago

Azimuth Dahlgren, United States

Azimuth Corporation is seeking a talented Program Manager, in support of a Navy customer in Dahlgren, VA. *Positions contingent upon contract award* Responsibilities for these roles include, but are not limited to, the following: · Manage a team that coordinates and executes pro ...
Program Manager

5 days ago

UIC Alaska King George, United States

Overview: · PROGRAM MANAGER (E : · Bowhead seeks a Program Manager for the management and evaluation of government programs including engineering, technical, and administrative support for engagement systems of the Gun Weapon Systems Division, NSWC Dahlgren Division. · Respons ...
program manager

2 weeks ago

Vectrus Springfield, United States

Overview · The Project Manager shall plan, direct, and control the overall management and operational functions specified within the contract. The PM shall provide the necessary level of contract management and administrative oversight to achieve the quantitative and qualitative ...