Deputy PM ( Call Center)

TechOp Solutions is seeking an experienced Deputy Program Manager to support a large federal contact center with 24/7 operations. The Deputy Program Manager will assist with overseeing daily operations, workforce management, onboarding activities, quality assurance, reporting, and overall program support for a high-volume customer service environment. This position supports virtual call center operations and assists with managing the distributed workforce to ensure contractual requirements and operational objectives are successfully achieved.

An ideal candidate will have experience in a leadership role within a contact center, possess a knack for anticipating operational challenges, and bring a creative approach to solutioning. They will have a dynamic personality and the capability to direct, coach, and deliver critical feedback in productive, positive ways. They are growth-oriented, committed to associate upskilling, and naturally excel as the operational ‘glue’ that unifies the program. Ultimately, their high Emotional Quotient (EQ) will translate to programmatic success and enable creative approaches for personnel engagement and management.

Duties: 

• 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 aspects of performance management

• Ensure effective communication between management, staff, subcontractors, and government stakeholders.

• Assist with maintaining program documentation, reports, and operational procedures.

• Anticipate operational bottlenecks and design creative, strategic solutions to mitigate program risks before they impact service delivery.

• Identify and escalate operational issues and support implementation of corrective actions. Lead continuous improvement initiatives.

• Support training coordination and workforce engagement activities. Develop learning pathways and objectives to support professional development.

• Participate in risk management activities. Ensure controls and mitigations are complete, documented, and consistently applied

• Perform other duties as assigned

Requirements

• Minimum of BS degree. MA/MS Preferred

• 7+ years of contact center experience required

• Strong organizational, analytical, communication, and problem-solving skills.

• Ability to prepare reports, conduct quality reviews, and support operational planning activities.

• Must meet security eligibility requirements.
• Experience working within a virtual call center environment and managing remote employees preferred

• Experience supporting large contact center operations with 70+ FTE personnel preferred

• Experience with the McNamara-O’Hara Service Contract Act preferred

• Experience supporting large contact center operations with 100+ FTE personnel preferred.

Originally posted on Himalayas