Deputy Program Manager

Job Summary

Supporting a large federal contact center with 24/7 operations, the full-time Deputy Program Manager will oversee daily operations, workforce management, and quality assurance while managing a distributed workforce in a remote environment.

Key responsibilities

• Assist the Program Manager with day-to-day oversight of contact center operations and staffing
• Monitor operational performance, productivity, and quality assurance metrics while coordinating schedules and workflow management activities
• Anticipate operational challenges and design creative solutions to mitigate risks and enhance service delivery

Required qualifications

• Minimum of a BS degree; MA/MS preferred
• 7+ years of contact center experience required
• Experience working within a virtual call center environment and managing remote employees preferred
• Experience supporting large contact center operations with 70+ FTE personnel preferred
• Must meet security eligibility requirements