Please note that this job posting is being used to identify talent for potential new work.

The Program Manager directs, administers, and coordinates the activities of a specific program in support of policies, goals, and objectives by performing the following duties personally or through subordinate team members. The Program Manager will have the responsibility of overseeing, leading, and growing specific contact center programs, including operations management, financial management, and operations training.

Essential Duties

• Responsible for ensuring the Customer Service Representative (CSR) and Supervisor comply with established business rules.
• Ensures supervisors are monitoring queues throughout the shift and making adjustments to staff breaks and supervisor activities to meet key performance metrics.
• Ensures new supervisors meet competency requirements for supervisor role and for shift lead role
• Provide one-to-one coaching to supervisors.
• Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership.
• Reinforce standards, and use progressive discipline when compliance continues to be an issue.
• Ensures key performance metrics are met or exceeded.
• Encounters that may require program manager service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer.
• Maintains control over attendance, leave and excused absence of employee.
• Ensures supervisors coordinate for coverage of the phone line dedicated to staff for requesting unscheduled time off.
• Ensures all staff complete mandatory training (including training in the VA Talent Management System) in a timely manner.
• Ensure supervisors are entering all unscheduled leave requests into the WFM system for approval by designated WFM section member and approving exception requests appropriately.
• Follow a standard set of procedures on-boarding/off-boarding personnel.
• Actively participating in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.
• Responsible for the Continuity of Operations (COOP) plan, both providing and adhering to the plan.
• Attendance and participation in all required weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.
• Responsible for all performance deliverables.
• Responsible to adhere to all Standard Operating Procedures (SOP) and other directives.
• Responsible to provide notification of technical issues impacting the ability of agents or supervisors to complete their duties.
• Responsible for other operational activities as identified.
• Responsible for monthly report related to performance metrics and action plan addressing any metric which did not meet standards.
• Responsible for monthly evaluation of each supervisor.
• Responsible for a supervisory backup plan for any supervisor who is on regular or extended leave.
• Responsible for other operational activities as identified.

REQUIREMENTS

• Bachelors degree preferred
• 12 years of progressive call center management experience in a variety of industries (healthcare, Government, service)
• Working knowledge of hardware/software technologies used within application area, including PC and contact center-specific platforms and proficient knowledge of Microsoft Project, PowerPoint, Word, Access, and Excel.
• The employee must have a good understanding of the call industry including the metrics, reporting, and reporting software.
• Must exhibit creativity and innovation in system solutions; must be broadly focused and able to manage multiple programs concurrently
• This position requires the ability to foster a team-oriented environment and requires excellent judgment, leadership, and communication skills.
• The employee must have excellent presentation skills, as well as time management and organizational skills.
• Ability to successfully pass background investigations and drug screen
• Some travel may be required.

Candidate must live within a 50 mile radius of one of the following locations:

New Mexico – Albuquerque

Arizona – Tucson, Pheonix

Texas – Houston, Lubbock

Nevada – Las Vegas

Alabama – Mobile

Idaho – Boise

Tennessee – Memphis

Kentucky – Louisville

North Carolina – Fayetteville

Louisiana – New Orleans

Ohio – Dayton, Cleveland

Washington – Spokane

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.