KSA Integration

Contact Center Program Manager

KSA Integration

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Job Level

SeniorLead

Tech Stack

JavaScriptVBA

About the role

  • Position Overview: This position supports the Department of Veterans Affairs (VA) Veterans Experience Office (VEO) Contact Center as the Program Manager. The Program Manager is responsible for overseeing the operational execution of a high-volume, multi-channel contact center that serves Veterans, their families, caregivers, and advocates. The Program Manager ensures that all aspects of service delivery meet or exceed performance standards, while fostering a culture of empathy, accountability, and continuous improvement. This role demands strategic oversight, operational agility, and a deep commitment to enhancing the customer experience for those who have served our nation. Position Responsibilities: Lead and manage all aspects of contact center operations, ensuring compliance with VA policies, procedures, and performance metrics. Supervise and support a team of supervisors, senior agents, administrative assistants, and call agents. Monitor telephony queues and adjust staffing schedules to meet key performance indicators (KPIs) such as abandonment rate, speed of answer, and service recovery. Conduct monthly evaluations of supervisors and ensure timely completion of performance reviews. Develop and maintain the Continuity of Operations Plan (COOP) and Contact Center Program Management Plan (CCPMP). Oversee onboarding and offboarding processes, including coordination of Government Furnished Equipment (GFE) and access credentials. Ensure all staff complete mandatory training and maintain compliance with VA Talent Management System (TMS) requirements. Serve as the primary point of contact for technical issues affecting staff performance and escalate concerns as needed. Provide monthly performance reports and corrective action plans for any unmet metrics. Lead service recovery efforts for escalated customer interactions and ensure resolution within defined timeframes. Participate in weekly meetings with quality assurance, workforce management, training, and operations teams.

Requirements

  • Bachelor’s degree (BA/BS) preferred. Experience: Minimum of 12 years of progressive call center management experience across industries such as healthcare, government, and customer service. Proven ability to lead large teams in a remote work environment. Strong understanding of CRM systems, telephony platforms, and workforce management tools. Exceptional communication, coaching, and conflict resolution skills. Demonstrated ability to manage complex operational challenges and drive performance improvements. Preferred Skills/Experience: Previous experience providing support to the Department of Veterans Affairs