Job Information
IntelliDyne Program Director-Call Center in El Paso, Texas
Program Director-Call Center
Clearance: Public Trust Clearance
Status: Exempt
Location: El Paso, Texas (with travel to other locations)
This is not a remote position
About the role
We are currently seeking a Program Director who will provide oversight in a multi-location Call Center Support in a high volume, fast paced environment. Qualified candidates will have experience running large enterprise level teams across multiple locations, very strong analytical and problem-solving skills, as well as excellent written and verbal communication skills. The successful candidate will also have experience in program management activities such as budget and forecasting analysis, staffing and performance management, service improvement and quality. This role will manage the day-to-day work activities of the team, including timelines, customer experience and relationship management, and prioritizing and allocating workflow. The Program Director will ensure the call center staff uses the required tools and software to identify, document, track and resolve reported problems. The successful candidate will also provide a productive and motivating working environment and addressing any issues/disputes from customers or clients.
Responsibilities:
Managing customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training.
Managing teams of at least 50 personnel or greater
Excellent communication skills with the ability to present both high level and detailed tactical solutions to customers
Extremely detail oriented and able to monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution.
Lead coordination efforts with customer for oversight in ensuring the Customer Service expectations and vision is always delivered
Developing the standard for call quality and customer satisfaction metrics to improve service levels
Assessing training needs and spearheading the development of training programs
Update and oversee technical and training documentation updates as needed including problem resolution and base configurations
Manage communication to the end user community regarding changes, outages, and service degradations.
Develops and implements service desk operations policies and procedures.
Monitors customer contact quality and customer experience metrics to improve service levels and assess training needs.
Plan, prioritize, and schedule service desk activities to ensure continuity of service.
Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service.
Analyze service desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where service desk service can be improved.
Ensure that staff use and maintain problem management databases or other service desk software so that service desk activities and performance can be monitored. * Evaluate service desk Systems and Processes for efficiencies and recommend improvements, as needed
Manage and/or support special projects
Required qualifications:
Bachelor's degree
PMP Certification
7-10 years of experience leading a large call center
Public Trust Clearance - VA
Desired:
ITIL v4 Certification strongly preferred, or ability to obtain within 6 months of start
Experience supporting the VA
About Us
IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.
Our Benefits
Inclusive and supportive work environment
Competitive compensation package
Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing
Medical, dental, vision, 401(K) with company match
Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
Wellness and mental health benefits
Commuter benefits
Flexible work options
Our Commitment to Diversity and Inclusion
We are committed to honoring diversity, equity, inclusion and accessibility in our hiring practices. IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.
