Core Government Services Corporation

Compensation

Full Description

Core Government Services (CGS) is seeking an experienced customer support Director / Program Manager to support the Veterans Affairs' Veteran Experience Office (VEO) Call Center. Our Program Manager has an essential role supporting the VA VEO Call Center's mission to provide high-quality public-facing support to Veterans, their families, and all stakeholders by leveraging technology, data, and best practices to enhance their overall experience with VA services. By offering a central, efficient point of contact, this program supports the broader Veterans Experience Office (VEO) goal of enabling the VA to be the leading customer service organization in the government, fostering trust and encouraging Veterans to "Choose VA". The call center's work contributes to the overall VEO mission of improving customer experience (CX) across all VA services, ensuring interactions are easy, effective, and emotionally resonant. The call center leverages technology and data to manage and improves services through various government technologies and tools (like CRM, WFM, QM) and CX. By managing public inquiries, the VA VEO Call Center helps coordinate and integrate services, supporting Veterans in their access to care, benefits, and memorial services. This team is a conduit for Veterans to get information and assistance, ensuring they have a central, accessible point of contact for various VA programs. Knowledge & Essential position tasks: • The PM has full responsibility and authority for all contract deliverables including operational management, staffing, training, quality management, budgeting, and operations. • Ensures the Customer Service Representative (CSR) and Supervisor comply with established business rules. • Ensures supervisors monitor queues throughout the shift and adjust staff breaks and supervisor activities to meet key performance metrics. • Ensures new supervisors meet competency requirements for supervisor role and for shift lead role. • Provides one-to-one coaching to supervisors. • Identifies operational problems or trends and escalate to appropriate contact center operations section and/or leadership. • Reinforces standards and use progressive discipline when compliance continues to be an issue. • Ensures the customer service team meets or exceeds all key performance metrics. • Conducts reviews or all encounters that may require program manager service recovery. Contacts dissatisfied customers when service recovery is appropriate, to ensure customer satisfaction. • Maintains control over attendance, leave and excused absence of employees. • Ensures supervisors coordinate for coverage of the phone line dedicated to staff for requesting unscheduled time off. • Ensures all staff complete mandatory training (including training in the VA Talent Management System) in a timely manner. • Ensures supervisors are entering all unscheduled leave requests into the WFM system for approval by designated WFM section members and approving exception requests appropriately. • Follows standard procedures for on-boarding and off-boarding personnel. • Actively participating in weekly quality, Workforce Management (WFM), training, collaboration, and call calibration meetings with the operations team, as appropriate. • Is responsible for the Continuity of Operations (COOP) plan, both providing and adhering to the plan. • Actively participates in all required weekly quality, Workforce Management (WFM), training, collaboration, and call calibration meetings with the operations team, as appropriate. • Is responsible for all performance deliverables. • Is responsible for adhering to all Standard Operating Procedures (SOP) and other directives. • Provides notification of technical issues impacting the ability of agents or supervisors to complete their duties. Any large-scale outages require leadership notification as outlined in the SOP. • Is responsible for other operational activities as identified. • Is responsible for monthly report related to performance metrics and action plan addressing any metric which did not meet standards. • Is responsible for monthly evaluations of each supervisor. • Is responsible for a supervisory backup plan for any supervisor who is on regular or extended leave. • Is responsible for other operational activities as identified. Position Requirements: • We require a bachelor's degree in a business management, organizational leadership, or customer service-related field. We prefer applicants with a master's degree and Project Management Professional (PMP) certificate. • Must have twelve (12) or more years of experience in Call Center operational management and leadership. • Variety of call center experience in healthcare, government services, and support organizations is desired. Working Conditions: Remote Required Travel: Minimal Job Type: Full-Time, Exempt (Salary) Contract Length: Greater than one year Benefits and unique perks offered, but not limited to: • Health Care Reimbursement Account option for employees without insurance such as TRICARE • Dental and Vision Insurance • Flexible Spending Accounts (FSA) • 401(k) Matching Program • 11 Paid Federal Holidays • 3 Weeks of Paid Time Off (PTO) • Short-Term and Long-Term Disability • Basic and Voluntary Life Insurance • Premium financial advisory service • Free training courses through our HR application For more about our great company, please check out our website at www.coregsc.com CGS provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. CGS will review all reasonable accommodation requests.