DAWSON · 2 months ago
Call Center Deputy Program Manager
Kansas City, MO
Full-time
Hybrid
Senior Level
7+ years expDAWSON is a company that provides support services to the Veterans Benefits Administration. The Call Center Deputy Program Manager will assist in managing operations, ensuring key performance metrics are met, and providing support in the absence of the Program Manager.
Defense & Space
Responsibilities
Function as the acting Program Manager (PM) in the PM’s absence
Ensure program is running on schedule
Assist PM as needed with operational tasks
Assist PM with ensuring that Service Recover is completed in a timely manner
Ensure supervisors monitor queues to meet key performance metrics
Ensure new supervisors meet competency requirements for supervisor and shift lead roles
Identify and escalate operational problems or trends to appropriate center
Reinforce standards and use discipline when compliance issues continue
Ensures key performance metrics are met or exceeded
Maintains control over attendance, leave and excused absence of employee
Ensure supervisors coordinate for coverage of the phone line dedicated to staff
Ensure all staff complete mandatory training
Ensure supervisors are entering all unscheduled leave requests into the Workforce Management (WFM) system for approval by designated WFM section
On-board and off-board personnel according to standards
Actively participating in weekly quality, WFM, training, collaboration, and call calibration meetings
Provide and adhere to Continuity of Operations plan
Responsible for all performance deliverables
Adhere to all Standard Operating Procedures (SOP) and other directives
Provide notification of technical issues
Qualification
Required
Bachelor's degree
7 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
401(k) program with employer match
Paid vacation and sick leave
Employer-paid basic life and AD&D insurance
Employee Assistance Program
Flexible work environment
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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