Customer Service Program Manager jobs in United States
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Systems Integration, Inc. (SII) ยท 2 months ago

Customer Service Program Manager

positionEmmitsburg, MD
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Systems Integration, Inc. (SII) is a leading provider of Turnkey contact center infrastructure solutions and IT services. They are searching for a Program Manager to support a Government Program Management office located in Emmitsburg, MD, overseeing a team and ensuring effective customer service delivery.

Information Technology
badNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

Serve as the primary Point of Contact (POC) for the client contract
Lead and supervise a team of 7 that includes a Deputy Project Manager and 6 Customer Service Representatives
Evaluate and test technologies supporting the Independent Study program; recommend enhancements to support the National Disaster & Emergency Management University (NDEMU)
Ensure Customer Service Representatives (CSRs) deliver effective support in an educational/training environment
Produce monthly reports with statistical data on email, postal mailing, fax, phone, and applications volumes
Develop and maintain Standard Operating Procedures (SOPS) and workflow processes
Provides coaching on account reconciliation and escalate program/policy issues to appropriate government or IT resources
Ensure timely delivery of correspondence via appropriate channels
Guarantee all calls are answered during core operational hours per guidelines
Oversee the accurate and timely distribution of official transcripts

Qualification

Project ManagementTeam LeadershipAnalytical SkillsMicrosoft ExcelRecords Management KnowledgeDecision MakingStakeholder ManagementPublic Trust ClearanceFEMA ExperienceVerbal CommunicationWritten CommunicationConflict Resolution

Required

5 years of Project Management experience with a proven record, track record of leading teams and managing projects
Ability to motivate teams, resolve conflicts and manage stakeholder expectations
Strong analytical, critical thinking skills
Strong decision-making capabilities
Excellent verbal and written communication skills
Experience with Microsoft Outlook & Excel
Knowledge of records management laws and regulations including the National Archives and Records Administration (NARA) Records
Public Trust Clearance
Must be able to pass a federal background check going back 7 years without felonies
Must be able to pass a federal credit check

Preferred

Bachelor's Degree
FEMA Experience

Company

Systems Integration, Inc. (SII)

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Systems Integration is an information technology company that offers turnkey contact center infrastructure solutions.
dateFounded in 1990
location
Bethesda, Maryland, USA
people-size51-200 employees
web-link
http://sysintegration.com

Funding

Current Stage
Growth Stage

Leadership Team

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Srinath Narayan
Chairman & CEO
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Company data provided by crunchbase