Sr Manager - Proj​/Prog

The Sr. Manager provides overall leadership and management for assigned federal contact center programs and serves as the primary management focal point responsible for the administrative, managerial, supervisory, operational, and programmatic aspects of the assigned call order within the GSA gXCC program. The role ensures contractual requirements, customer expectations, key performance indicators (KPIs), schedules, staffing, financial objectives, quality standards, and deliverables are achieved while maintaining strong relationships with Government stakeholders.

The Sr. Manager leads complex, high-value and high-risk initiatives, provides direction to cross-functional teams, proactively manages risks and issues, and ensures work is delivered to specification, on schedule. This is a fully remote position; position is contingent upon contract award, and you must have the ability to pass a federal background check.

This is a fully remote role.

Position is contingent upon contract award

Must have the ability to pass a federal background check.

Equipment will be provided but must meet the remote position requirements provided below.

• Hardwired internet (ethernet) connection directly into modem required

• Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to )

• Private work area and adequate power source

• Video calls may be requested on occasion. Proper background and attire are required

• Must be available by Voice over Internet Protocol telephony (VoIP), email,

and/or other company collaboration tools, such as Teams during scheduled hours, except for during scheduled lunch period and scheduled breaks

• Deliver multiple small and large projects with high values and high risk.

• Develop innovative methodologies, techniques, and criteria for projects.

• Facilitate the tracking and resolution of issues impacting projects.
  
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• Provide leadership for the project team to ensure that the project is delivered to specifications, on time and within budget.

• Have hiring, firing, promotion and reward authority within own area, in accordance with manager review and approval.

• '- Serve as the primary management focal point for assigned call orders, overseeing Contractor personnel, technical assistance, work requirements, operational priorities, and programmatic issues

• Lead the planning, implementation, operation, and continuous improvement of complex, multilingual, omnichannel contact center programs supporting phone, email, chat, and other evolving customer engagement channels

• Ensure contract requirements, deliverables, KPIs, service levels, schedules, quality standards, and customer commitments are achieved

• Provide leadership and direction to cross-functional program teams, including operations, workforce management, quality assurance, training, content, technology, security, reporting, and other support functions

• Develop and maintain program management plans, schedules, governance structures, escalation procedures, risk management approaches, roles and responsibilities, and critical dependencies

• Establish strong relationships and maintain effective communication with Government customers, contracting representatives, program stakeholders, subcontractors, and internal leadership

• Monitor and analyze operational, financial, staffing, quality, and performance data; identify trends and risks; develop corrective actions; and communicate results and recommendations to senior leadership and Government stakeholders as necessary

• Oversee staffing and resource planning to ensure appropriate capacity is available to meet steady state, fluctuating, surge, and disaster recovery requirements

• Identify financial…