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Contact Center Deputy Program Manager
- Virginia Beach, Virginia, United States
- Virginia Beach, Virginia, United States
À propos
· Brief Description: Assists the Program Manager in all operational areas and serves as acting PM when needed.
· Responsibilities:
o Serve as acting PM when PM is absent
o Work closely with PM to ensure program is on schedule
o Assist PM with operational tasks
o Assist PM with timely service recovery
o Ensure Customer Service Representative (CSR), Senior CSR, Admin Assistants, and Supervisors follow business rules
o Ensure supervisors monitor queues and adjust staff activity to meet KPIs
o Ensure new supervisors meet competency requirements
o Provide 1:1 coaching to supervisors
o Identify operational problems/trends and escalate appropriately
o Reinforce standards and apply progressive discipline
o Ensure key performance metrics are met or exceeded
o Maintain control over attendance, leave, and absences
o Ensure supervisors coordinate coverage for unscheduled-leave phone line
o Ensure mandatory training is completed
o Ensure supervisors enter all unscheduled leave into workforce management (WFM) tool
o Participate in weekly quality, WFM, training, collaboration, and calibration meetings
o Responsible for COOP plan
o Responsible for all performance deliverables
o Follow all SOPs and directives
o Notify leadership of technical issues affecting performance
o Provide monthly performance report and action plan
o Complete monthly supervisor evaluations
- Qualifications
- BA/BS
- 8+ years progressive call center management experience
- Must meet VA onboarding requirements (PIV, TMS training, background checks)
- Experience with the Department of Veterans Affairs is a plus
- Experience Managing over 100 people
Pay: Up to $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Compétences linguistiques
- English
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