Call Center Program Manager

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Summary: This position's purpose is to provide support services to the Veterans Benefits Administration by servicing veterans calls related to benefits offered by the VBA. The location of this work will be within a 50 miles radius of a VA facility that can provide on-site technology Support. Sites can be located by visiting https://www.va.gov/find-locations

Job Description:

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  Ensure the Customer Service Representatives and Supervisors maintain compliance

  
  
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  Ensure supervisors monitor queues to meet key performance metrics

  
  
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  Ensures supervisors meet competency requirements for supervisor and shift role

  
  
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  Provide coaching to supervisors

  
  
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  Identify operational problems or trends and escalate to appropriate contact

  
  
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  Reinforce standards and use discipline when compliance issues continue

  
  
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  Ensure key performance metrics are met or exceeded

  
  
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  Maintain control over attendance, leave and excused absence of employee

  
  
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  Ensures all staff complete mandatory training

  
  
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  Ensure supervisors are entering all unscheduled leave requests into the Workforce Management (WFM) system

  
  
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  On-board and off-board personnel

  
  
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  Participate in weekly quality, WFM, training, collaboration, and call calibration meetings

  
  
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  Provide and adhere to the Continuity of Operations plan

  
  
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  Ensure all performance deliverables are accomplished

  
  
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  Adhere to all Standard Operating Procedures (SOP) and other directives

  
  
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  Provide notification of technical issues

  
  
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  Manage performance metrics and action plan addressing any metric which did not meet standards

  
  
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  Conduct monthly evaluation of each supervisor

  
  
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  Establish and maintain a supervisory backup plan for any supervisor who is on regular or extended leave

  
  

Qualifications:

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  Bachelor's degree

  
  
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  12 years of relevant experience in managing operations

  
  
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  Demonstrated expertise in leading teams and managing programs

  
  
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  Possess and maintain Project Management Professional certification, or equivalent industry recognized Project Management certification, throughout the duration of the contract

  
  
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  Proven track record of engaging with related agencies at a senior level

  
  
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  2-3 Years of previous call center experience preferred

  
  

*Position is Contingent Upon Award

DAWSON is an Equal Opportunity/Affirmative Action/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more.

DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.