Contact Center Program Manager

Position Description

Looking for a career where you can make a difference every day? The Call Center Program Manager (PM) ensures the overarching functions of the assigned site meet contractual deliverables and Serco goals while supporting successful delivery of all contractual obligations within the timeframes specified within the contract. Direct supervisory oversight of the assigned operations managers to ensure successful completion of all work in functional areas and service lines, including ensuring appropriate staffing levels for Serco and subcontractors among other management duties.

As the Program Manager, you will:

• Oversee daily operations of a 24/7 Tier 1 Contact Center, ensuring optimal staffing and performance;

• Coordinate efforts between all tasks and projects, ensuring adherence to the contract's scope and requirements;

• Manage escalated issues, track call center metrics, and report analysis results to the Department of Veteran Affair's Management;

• Participate in call calibration, quality review activities, and post-complaint and post-survey service recovery activities;

• Ensure continuous training and development of the contact center staff, including hiring and onboarding;

• Collaborate with the Veteran Affair's Veteran Experience Office to align contact center operations with overall strategic goals;

Qualifications

To be successful in this role, you must have:

• Eight (8) years of project management in call centers or customer service centers, including supervisory experience. A PMP certification is preferred, but not required.

• Demonstrated ability to manage large teams and complex projects in a high-pressure environment.

• Strong understanding of service recovery processes and customer engagement strategies.

• A B.A/B.S in business management or equivalent degree in an associated field from an accredited institution is preferred, but not required

• Ten (10) years of relevant supervisory experience may be substituted for a degree.

• Excellent verbal and written communication skills.

• Proficient use of office automation equipment and software, including Microsoft Office.

• U.S. Citizenship or Alien Registration authorizing work in the U.S.

• Ability to pass a National Agency Check Investigation for access to VA information systems and facilities.

Other Preferred Experience

• Experience working in government contracting or with the Department of Veteran Affairs.

• A strong commitment to serving veterans and their families.

• Familiarity with VA policies, benefits, and services.

If you are interested in supporting and working with our customers and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.