Federal Call Center Manager

Goodwill-SAN-Antonio; Texas; On-site; USD 90,000 - 130,000; Full time

Job summary

Goodwill San Antonio is seeking a dynamic leader to manage the Total Force Service Center Operations, including the DD Form 214 process, ensuring contract adherence and service excellence for Air Force inquiries.

The role requires extensive experience in large call center operations, strong knowledge of government systems, and the ability to coordinate cross-functional teams to optimize staff performance and service delivery.

Qualifications

• Must be a U.S. citizen and eligible to obtain a US government security clearance.
• Minimum 5 years’ experience planning and leading large call/contact center operations
• Proven proficiency in current and leading-edge contact center technology, staffing efficiencies, and real-time reporting/production metrics
• Experience with US government systems, programs and Air Force personnel practices a plus
• Bachelor’s or higher in business/management or government contracts; Master’s preferred

Responsibilities

• Determine call center operational strategies via needs assessments, performance reviews, and capacity planning.
• Develop and enhance call center technology systems and interfaces.
• Create and implement training programs for Air Force HR programs.
• Recruit and manage staff; monitor performance and enforce policies.
• Meet financial objectives by planning budgets and controlling costs.
• Maintain equipment and perform preventive maintenance and upgrades.
• Communicate with government customers and stakeholders on issues and solutions.

Skills

Call center leadership

Staffing optimization

Real-time metrics

Customer service excellence

Process improvement

Education

Bachelor’s Degree in Business/Management or gov contracts

Master’s Degree (strongly preferred)

Tools

Contact center technology

US government systems

Job description

Fighting Poverty. Creating Opportunity Since 1945, Goodwill San Antonio is one of the largest nonprofit organizations in San Antonio, employing more than 1,400 individuals who passionately serve our mission of helping change lives through the power of work. We offer resources and tools to help our employees succeed by providing access to life skills coaches that assist our team members in developing skills to address life barriers. We serve our community by providing career training and placement assistance for employment. Our programs are supported with profits generated through the sale of donated goods in our Retail Stores, and revenue from business services offered through our Business Services Division. We invest 92.6 cents of EVERY DOLLAR EARNED back into the community. This is accomplished through educational programs and career services provided through our Workforce Development Team through the Good Careers Academy and Good Careers Centers.We are currently seeking a dynamic individual who has a passion for serving others and making a difference. Working Here Changes Lives. Join the GoodwillSA team and Apply Today: WorkforGoodSA.org.Position Summary: This position is responsible for overall management of the Total Force Service Center Operations, including the DD Form 214 process, ensuring all goals are met and contract terms are followed. Ensures that all staff have necessary information to provide effective and efficient technical support and answers to inquiries on wide array of complex questions to the Air Force population. Interact with the contract customer, business process owners, and other service delivery personnel to determine the best solution on delivery of information on inquiries. Using knowledge of Air Force Human Resources functions and their impact on the customer population, work with Workforce Planning Manager, Operations Manager and Support Service Operations Manager to analyze work processes and assist in scheduling and assigning personnel to appropriate tasks as necessary. Must display a wide degree of flexibility and creativity to achieve required results.ESSENTIAL DUTIES AND RESPONSIBILITIESDetermines call/service center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Continuously analyzes workflow and provides government customer detailed reports as needed and requested.Analyzes and develops call/service center technology systems by developing customer interaction and voice response system and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.Develops detailed training programs that address a wide spectrum of Air Force Personnel/HR programs.Maintains and improves call/service center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Accomplishes call/service center human resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Meets call/service center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Maintains equipment by evaluating the operation of equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades with the government.Identifies and notifies the government customer when outdated customer service information is found and determine recommend solutions.Maintains professional and technical knowledge by tracking emerging trends in call/service center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional organizationsEstablishes and maintains quality control program that meets all objectives contained within the statement of work.Accomplishes organization goals by accepting ownership for solving new and different requests; exploring opportunities to add value to job accomplishments.Maintains harmonious working relations between, Operations Manager, Team Leaders, and team members. Ensures team member concerns are promptly addressed and follows through to resolution.Provides excellent customer service by greeting, assisting, and responding to questions and/or concerns all other business needs and management objectives as assigned.Meets other duties and expectations as assigned.REQUIREMENTSMust be a U.S. citizen and eligible to obtain a US government security clearance.Minimum 5 years’ experience planning and leading large call/contact service center operations for on-site clientProven proficiency in current and leading-edge contact center technology, maintaining staffing and workflow efficiencies, and providing and managing real-time reporting and production metricsExperience with US government systems, programs and Air Force personnel practices a plusBachelor’s Degree in Business Administration, Management or government contracts management preferred; Master’s Degree strongly preferred