Advanced Management Strategies Group (AMSG) needs a full-time Program Manager to manage a 152-person team supporting VA’s Veterans Experience Office’s Customer Experience (CX) team and Contact Center.  This is a Contingent Hire position.

AMSG supports a variety of Department of Defense (DoD), Department of Veterans Affairs (VA), Defense Health Agency (DHA), and Federal Trade Commission (FTC) programs and performance management services. We take pride in our great work environment and highly motivated company.

Join our talented team in supporting the federal government!

Qualifications:

• Possess a minimum of 8 (eight) years of progressive management experience with Call Centers and Customer Service Centers in supervisory roles.
• BA/BS Degree
• Must be a US Citizen

Period of Performance: September 2024 – August 2029

Place of Performance: Hybrid - Shepherdstown, WV/Remote - Work shall be performed remotely upon approval with the requirement to be within 50 miles of a VA facility and the Contact Center site.

Background

The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Contact Center is charged with enhancing Customer Experience (CX) by providing an exceptional customer service experience and addressing the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders.

VEO’s public-facing Contact Center provides a variety of services through the work of both government and contractor full-time equivalent (FTE) staff, supporting:

• Veterans Health Administration (VHA) - serving approximately 9 million registered Veterans annually, the VHA is the biggest integrated healthcare network in the United States, with 1,294 healthcare facilities.
• Veteran Community Care Program (VCCP) – allows eligible Veterans to seek care outside of the VHA system through a partnership with several community resources, referred to as Community Care for Veterans and Veteran and Family Member Program (VFMP) for family member beneficiaries.
• Veterans Benefits Administration (VBA) - Veterans and their eligible dependents can receive assistance with education, health care, home loans, insurance, pensions, vocational rehabilitation, employment, burial and memorial services, and other benefits and services from the VBA.

Scope

Support for an existing Contact Center which operates 24/7 and acts as the first point of contact for general questions about VA benefits and services, provides directory assistance, communicates with customers via a range of channels, assists with basic online resource navigation, triage issues for appropriate resolution, escalates issues that are not resolved at tiered levels to the appropriate resource, provide service recovery, documents into a customer relationship management (CRM) tool, and troubleshoots basic access issues.

Support provided by the Contact Center may include reviewing VA claims, managing Veteran death reports answering inquiries about VA programs and Community Care services.  Additionally, tasks may also include answering inquiries regarding disability benefits, handling updates to beneficiary addresses, phone numbers, or emails on file with the VA, changing VA direct deposit information for benefits such as education or pensions, handling benefit letters, adding or removing spouses or other dependents, handling appeals and more.

Program Manager Role Description

Oversee day-to-day Contact Center Operations including supervising Supervisors and Customer Service Representatives (CSRs), handling escalated calls and issues, quality, and reporting and identifying operational problems and trends and escalating as necessary to Contact Center Operations Leadership.

Program Manager Required Experience:

• Strong experience working in a fast-paced call center/telephony environment with fluctuating call volume.
• Excellent customer service and interpersonal skills.
• Must be an organized, reliable, and results-driven professional.
• Ability to quickly assess call queues and make staffing or operational adjustments to handle influxes in call volume.
• Experience working with staff and customers of diverse backgrounds and needs.
• Exceptional communication skills (written, and verbal) and the ability to communicate in simple and effective terms at all levels of the organization.
• Experience with Microsoft Office: Outlook, Microsoft Teams, Microsoft Word, Excel.

Responsibilities of the Program Manager may include:

• Responsible for ensuring the Customer Service Representative (CSR) and Contact Center Supervisor complies with established business rules and VA Policy.
• Responsible for day-to-day Contact Center operations, including ensuring the Customer Service Representatives (CSR) comply with established business rules.
• Responsible for contract management and contractual deliverables including reports.
• Ensures supervisors are monitoring call queues throughout the shift and adjusting CSR breaks and supervisor activities to meet key performance metrics.  
• Identify and coach new supervisors and be responsible for performance evaluations.   
• Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership. 
• Follows established procedures for on-boarding/off-boarding personnel and mentor and coach CSRs requiring additional guidance and support.
• Accountable for ensuring key performance metrics are met or exceeded.
• Handles escalated calls to restore caller satisfaction and provide conflict resolution.
• Maintains control over attendance, leave, and excused absence of employee.
• Ensure supervisors enter all unscheduled leave requests into the Workforce Management (WFM) system.

Desired Experience: - a plus!

• Customer Relationship Management (CRM) tool experience.
• Experience working within or supporting a Federal Agency.
• Experience working with the Veterans Health Administration.
• Understanding of basic compliance, auditing, and appeals practices.