🛠 Tech Stack

💼 About This Role

You'll manage a customer contact operations function in a 24x7 call center environment. You'll develop staffing strategies and implement plans to ensure contract requirements are met. This role supports a Service-Disabled Veteran-Owned Small Business delivering IT solutions to the Federal Government.

🎯 What You'll Do

• Manage inbound call processing operations
• Develop staffing strategies and implement 24x7 plans
• Develop policies for customer satisfaction
• Report status to customers and sponsors

📋 Requirements

• 10 years progressive customer service experience
• 5 years as a manager in a call center
• Experience managing a 24x7 call center
• Ability to obtain a Public Trust clearance

✨ Nice to Have

• Bachelor's degree preferred
• SPOK and Avaya platform experience
• Call center experience in the medical industry

🚩 Heads Up

• On-site requirement with no remote flexibility
• 10 years experience requirement is high for Program Manager role