Program Manager- Help Desk
New
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TechOp Solutions InternationalCustomer Service
Austin, Texas, United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 10 years of overall experience
- Required Skills
- Customer serviceMicrosoft Office SuiteQuality Assurance
Requirements
- Bachelor Degree.
- 10 years of overall experience.
- Minimum of three (3) years of experience in customer service or help desk operations.
- At least one (1) year of supervisory, lead, or team coordination experience.
- Familiarity with customer service systems, operational processes, and compliance requirements.
- Strong leadership, communication, and organizational skills.
- Ability to coach team members while maintaining a collaborative and customer-focused environment.
- Proficiency with Microsoft Office Suite.
Responsibilities
- Provide daily leadership, guidance, and oversight to Customer Service Representatives.
- Provide overall program leadership, direction, and oversight for all contract activities.
- Ensure compliance with all Performance Work Statement (PWS) requirements, policies, and service level standards.
- Manage staffing, scheduling, performance metrics, quality assurance, and risk mitigation activities.
- Oversee program reporting, deliverables, and continuous process improvement initiatives.
- Coordinate with Government stakeholders to resolve issues and ensure customer satisfaction.
- Supervise contract personnel and ensure effective communication across all functional areas.
- Monitor contract performance and implement corrective actions as needed to meet contractual objectives.
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