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Program Manager

Company: Systems Integration, Inc.
Location: Hyattsville
Posted on: November 22, 2022

Job Description:

Program ManagerThe Program Manager will provide overall support and direction for a Contact Center contracted labor force including planning, organizing, directing, coordinating, and controlling the activities of the program in support of Government goals to obtain optimum efficiency and economy of operations. The Program Manager leads project planning, scheduling, monitoring, and reporting activities to achieve requirements. The position will ensure all contract obligations are met on schedule and perform all contract functions in accordance with the approved Program Management Plan, while working with multiple Government managers. - Skills & Abilities

Ability to obtain a Secret ClearanceExperience leading large, critical customer service operationsAble to self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goalsEffectively communicates (both orally and written) expectations and resources required to achieve program goals and execution, engages the contracting office and representatives as neededSkilled in managing to metricsCapable of managing complex issues and proving effective solutions Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.Proficient with Microsoft Office ProgramsEducation
Bachelor's degreeExperience
Minimum of ten (10) years of leadership and management experience in large (500+ CSRs) commercial contact centers

Job Posted by ApplicantPro

Keywords: Systems Integration, Inc., Silver Spring , Program Manager, Executive , Hyattsville, Maryland

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