DAWSON · 2 months ago
Call Center Program Manager
Saint Louis, MO
Full-time
Hybrid
Senior Level, Lead/Staff
12+ years expDAWSON is a company focused on providing support services to the Veterans Benefits Administration. The Call Center Program Manager will oversee customer service representatives and supervisors, ensuring compliance with performance metrics and providing coaching and support to enhance operational efficiency.
Defense & Space
Responsibilities
Ensure the Customer Service Representatives and Supervisors maintain compliance
Ensure supervisors monitor queues to meet key performance metrics
Ensures supervisors meet competency requirements for supervisor and shift role
Provide coaching to supervisors
Identify operational problems or trends and escalate to appropriate contact
Reinforce standards and use discipline when compliance issues continue
Ensure key performance metrics are met or exceeded
Maintain control over attendance, leave and excused absence of employee
Ensures all staff complete mandatory training
Ensure supervisors are entering all unscheduled leave requests into the Workforce Management (WFM) system
On-board and off-board personnel
Participate in weekly quality, WFM, training, collaboration, and call calibration meetings
Provide and adhere to the Continuity of Operations plan
Ensure all performance deliverables are accomplished
Adhere to all Standard Operating Procedures (SOP) and other directives
Provide notification of technical issues
Manage performance metrics and action plan addressing any metric which did not meet standards
Conduct monthly evaluation of each supervisor
Establish and maintain a supervisory backup plan for any supervisor who is on regular or extended leave
Qualification
Required
Bachelor's degree
12 years of relevant experience in managing operations
Demonstrated expertise in leading teams and managing programs
Possess and maintain Project Management Professional certification, or equivalent industry recognized Project Management certification, throughout the duration of the contract
Proven track record of engaging with related agencies at a senior level
Preferred
2-3 Years of previous call center experience preferred
Benefits
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
A flexible work environment
Several voluntary benefits including critical illness coverage
Accident insurance
Identity theft coverage
Pet insurance
Company
DAWSON
DAWSON is a Native Hawaiian global business enterprise whose highly skilled and specialized staff, in-place management systems, and responsive global reach bring a depth of expertise and versatility to its Construction, Environmental, Operations and Maintenance, and Professional and Technical Services.
1001-5000 employees
Funding
Current Stage
Late StageRecent News
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