Deputy Program Manager (Call Center)
New
T
TechOp Solutions InternationalContact Center
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- ReportingQuality AssuranceRisk Management
Requirements
- Minimum of a Bachelor's degree (BS).
- 7+ years of contact center experience.
- Strong organizational, analytical, communication, and problem-solving skills.
- Ability to prepare reports, conduct quality reviews, and support operational planning activities.
- Experience working within a virtual call center environment and managing remote employees (preferred).
- Experience supporting large contact center operations with 70+ or 100+ FTE personnel (preferred).
- Experience with the McNamara-O’Hara Service Contract Act (preferred).
- Master's degree (MA/MS) (preferred).
Responsibilities
- 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.
- Coordinate schedules, staffing support, reporting, and workflow management activities.
- Assist with managing remote employees, including performance management.
- Ensure effective communication between management, staff, subcontractors, and government stakeholders.
- Anticipate operational bottlenecks and design strategic solutions to mitigate risks.
- Identify and escalate operational issues and lead continuous improvement initiatives.
- Support training coordination, workforce engagement, and development objectives.
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