Job Description

Job Title: Program Manager

Location: Bethesda MD

Clearance: None

Company/ Program Description:

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

Job Responsibilities:

• Experience managing a customer contact operations function focused on inbound call processing.
• Experience developing staffing strategies and implementing staffing plans within a 24x7 call center environment.
• Knowledge of SPOK and Avaya platform preferred.
• Strong analytical and organizational skills with excellent attention to detail.
• Excellent communication and interpersonal skills with the ability to influence others from diverse backgrounds and orientations.
• Process improvement and standards development.
• Strong leadership skills in staff management, development, motivation, counseling, and benchmarking.
• Ensures that program execution properly meets the requirements of the contract and develops policies and procedures to adjust program activities for customer satisfaction
• Empower team to be fully functional and productive by working in close cooperation across roles and functions, internal and external to the technology team
• Promote continuous improvement by frequent operational interactions and assessments
• Responsible for on-time development and delivery of all Program related deliverables
• Strong verbal and written communications skills
• Resolve conflicts between government clients, Centuria team and sub-contractors
• Report status to customers and sponsors

Job Requirements:

Ten (10) years progressive customer service experience with a minimum of five (5) years’ experience as a manager in a call center, preferably in the medical industry. Management experience in a 24x7 call center is preferred. SPOK and Avaya platform experience is preferred.

Candidate will work on-site.

Education

Bachelor's degree preferred but High school diploma or equivalent is acceptable.

Security Clearance

None. Must be able to obtain a Public Tust