Deputy PM – Call Center

Jobtailor; Deutschland; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor seeks a seasoned Program Manager to oversee day-to-day contact center operations and 24/7 staffing, coordinating recruiting, onboarding, and performance management for CSRs in a virtual environment. You will monitor metrics, support QC and risk management, and drive continuous improvement across a large remote team.

The role requires strong analytical and communication skills and security eligibility.

Qualifikationen

• BS degree required; MA/MS preferred.
• 7+ years of contact center experience.
• Experience with recruiting, security processing, onboarding, and CSR coordination.
• Experience supporting large contact center operations (70+ FTE, preferred).
• Experience with security eligibility requirements is preferred.

Aufgaben

• Assist the Program Manager with day-to-day oversight of contact center operations, including facilitating 24/7 operations and staffing.
• Support recruiting, security processing, onboarding, and coordination activities for CSRs
• Monitor operational performance, productivity, and quality assurance metrics
• Support quality control (QC) activities and audits
• Coordinate schedules, staffing support, reporting, and workflow management activities
• Assist with managing remote employees, including performance management
• Ensure effective communication between management, staff, subcontractors, and government stakeholders
• Assist with maintaining program documentation, reports, and operational procedures
• Anticipate operational bottlenecks and design creative, strategic solutions to mitigate program risks before they impact service delivery
• Identify and elevate operational issues and support implementation of corrective actions; lead continuous improvement initiatives
• Support training coordination and workforce engagement activities. Develop learning pathways and objectives to support professional development
• Participate in risk management activities. Ensure controls and mitigations are complete, documented, and consistently applied
• Perform other duties as assigned

Kenntnisse

Strong organizational skills

Analytical skills

Communication skills

Problem-solving

Ausbildung

Bachelor's degree

Master's degree preferred

Tools

Virtual call center environments

Jobbeschreibung

Responsibilities

• Assist the Program Manager with day‑to‑day oversight of contact center operations, including facilitating 24/7 operations and staffing
• Support recruiting, security processing, onboarding, and coordination activities for Customer Service Representatives (CSRs)
• Monitor operational performance, productivity, and quality assurance metrics
• Support quality control (QC) activities and audits
• Coordinate schedules, staffing support, reporting, and workflow management activities
• Assist with managing remote employees, including aspects of performance management
• Ensure effective communication between management, staff, subcontractors, and government stakeholders
• Assist with maintaining program documentation, reports, and operational procedures
• Anticipate operational bottlenecks and design creative, strategic solutions to mitigate program risks before they impact service delivery
• Identify and elevate operational issues and support implementation of corrective actions; lead continuous improvement initiatives
• Support training coordination and workforce engagement activities. Develop learning pathways and objectives to support professional development
• Participate in risk management activities. Ensure controls and mitigations are complete, documented, and consistently applied
• Perform other duties as assigned

Requirements

• Minimum of BS degree. MA/MS Preferred
• 7+ years of contact center experience required
• Strong organizational, analytical, communication, and problem-solving skills
• Ability to prepare reports, conduct quality reviews, and support operational planning activities
• Must meet security eligibility requirements
• Experience working within a virtual call center environment and managing remote employees preferred
• Experience supporting large contact center operations with 70+ FTE personnel preferred
• Experience with the McNamara‑O’Hara Service Contract Act preferred
• Experience supporting large contact center operations with 100+ FTE personnel preferred