ID
#23693569
Job type
Permanent
Salary
$100,000+
Source
AP Ventures
Date
2021-11-24
Deadline
2022-01-23

Program Director (Call Center)

Virginia, Mclean, 20598

Permanent

Vacancy expired!

Job Title: Program Director (Call Center)

Location: McLean, VA

Job Summary: The Program Director (Call Center) will have overall delivery responsibility of the tasks and activities to include Contractor team performance and issue resolution. This role will factor in all inputs to derive a recommended approach based on factors including prioritization and subject matter expertise, technical and business information, risk management, and industry best practices. Must be a full-time employee of the prime Contractor at the time of award and shall not serve in any other capacity under this contract.

Responsibilities are but not limited to:

Consults with and advises government concerning requirements, risks, issues, project plans, schedules and required program resources.
Responsible for formulating and enforcing work standards, assigning contractor schedules, reviewing work discrepancies, supervising contractor personnel, and communicating policies, purposes, and goals of the organization to subordinates.
Assist with internal and external communication, improving transparency, and radiating information.
Assist with prioritization and resolution of conflicts, as requested.
Participate proactively in developing and maintaining team standards, tools, and best practices.
Working with the Federal Leads, identify and remove impediments, prevents distractions. Facilitate discussion and conflict resolution.

Required Education Requirements:

Bachelor’s Degree and specialized experience in managing operations and/or programs for a multi-tier/level Call Center required.
Project Management Professional (PMP) and HDI Certifications are required.
Experience Requirements: In addition to the educational requirement, will also have a minimum of ten (10) years of experience in project and/or operation management within a multi-tier/level Call Center of like complexity.
Acceptable specialized management experience shall also include:
Conducting Call Center studies and analyzing the findings to make recommendations for a functional operation and/or program
Knowledge of qualitative methods and quantitative analytical techniques
Knowledge of organizational and work processes relationship
Knowledge of administrative support activities related to performing a wide variety of analytical studies and projects
Knowledge related to project and management improvement, productivity improvement and management controls
Knowledge of long-range planning including developing guidance on techniques for management and methods improvement, analyzing and advising on proposed reorganizations or realignment of functions, and developing manuals and directives covering varying aspects of operations
Knowledge of planning and executing strategies to enhance productivity and efficiency throughout a call center
Knowledge of conducting complex response center statistical analysis, identifying trends, and implementing required improvements, which translate into measurable operational improvements

Additional Required Knowledge and Skills:

Ability to communicate effectively, both orally and in writing
Ability to conduct comprehensive research and analysis
Ability to develop point papers, briefing materials, and to make oral presentation of these materials to all levels of management
Ability to educate and inform senior management and Federal staff on various alternatives
Ability to provide clear leadership, technical direction, and guidance to all levels of SEVP personnel
Ability to review, synthesize and prepare highly technical, sensitive, and complex documents, briefing materials, management directives and correspondence
Ability to adapt to changing environments and to apply creative solutions to various challenges
Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies ACD, IVR Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software

Vacancy expired!

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