What are the responsibilities and job description for the Program Manager – Government Call Center Operations (Hybrid) position at Advocate IT?
About Advocate IT
Advocate IT, LLC is a Maryland-based, SBA-certified Historically Underutilized Business Zone (HUBZone) small business and Disability-Owned Business Enterprise (DOBE) providing professional services, information technology, and operational support solutions to federal, state, and commercial customers. Headquartered in Frederick, Maryland, Advocate IT supports mission-critical programs requiring operational discipline, regulatory compliance, and customer-focused service delivery.
Learn more at www.advocateitllc.com.
Position Overview
The Program Manager will oversee the daily operations of a multi-channel government contact center that provides customer service support for Maryland residents. The role is responsible for operational leadership, service delivery, quality assurance, workforce management, and stakeholder coordination.
The contact center environment includes live inbound call handling, automated call distribution, IVR systems, CRM case tracking, and reporting on service-level metrics.
The Program Manager will ensure operational excellence while maintaining service standards such as response times, call resolution rates, and customer satisfaction.
Key Responsibilities: Program & Operations Leadership
- Provide overall management and leadership of call center operations
- Oversee staffing, training, workforce planning, and operational performance
- Manage Customer Service Representatives and supervisory staff
- Ensure consistent delivery of high-quality customer service
Government Program Support
- Serve as the primary liaison with government program managers and stakeholders
- Ensure the contact center accurately supports public programs and agency services
- Coordinate operational updates when agency policies, procedures, or programs change
Service Level Management
- Monitor performance metrics and ensure compliance with service standards, including:
- Call response time targets
- Call abandonment rate targets
- First call resolution rates
- Customer satisfaction metrics
- Implement process improvements to improve operational efficiency and customer experience
Contact Center Technology Oversight
- Oversee contact center technologies including:
- Customer Relationship Management (CRM) systems
- Interactive Voice Response (IVR) platforms
- Automatic Call Distribution (ACD) systems
- Ticketing and case management systems
- Ensure accurate tracking and reporting of customer inquiries and resolutions
Reporting & Performance Monitoring
- Produce operational reports detailing:
- Call volumes and trends
- Customer service metrics
- CSR productivity and performance
- Escalation trends and issue resolution
- Identify opportunities to improve performance and service delivery
Minimum Qualifications
- Bachelor’s degree from an accredited college or university
- 6 years of experience in call center operations or customer service program management
- Experience supervising call center teams and operational staff
- Strong leadership, communication, and organizational skills
- Ability to manage multiple priorities in a fast-paced operational environment
Preferred Experience and Background
The ideal candidate will demonstrate experience in several of the following areas:
- Managing high-volume contact center operations (10,000 inbound calls per month)
- Supporting government agencies, public-sector programs, or citizen services
- Managing Tier 1 and Tier 2 customer support environments with escalation workflows
- Oversight of service level agreements (SLA) and call center performance metrics
- Implementation or management of CRM platforms such as Salesforce, Zendesk, ServiceNow, or similar systems
- Experience with call routing technologies such as IVR and ACD systems
- Managing contact centers supporting housing programs, elections services, public information lines, or social services programs
- Developing staffing models and workforce management strategies for call volume fluctuations
- Experience producing operational performance reports and data-driven process improvements
Candidates with backgrounds supporting government contact centers, public service call lines, or large-scale customer support operations are strongly encouraged to apply.
Desired Leadership Traits
We are looking for leaders who:
- Focus on customer experience and service quality
- Use data and performance metrics to drive operational improvements
- Build strong teams and promote accountability
- Communicate effectively with both staff and government stakeholders
- Demonstrate adaptability in dynamic operational environments
Work Location
Hybrid position based in Frederick, Maryland. Some in-office presence will be required to support staff operations and coordination.
Why Join Advocate IT
- Opportunity to lead a mission-driven public service program
- Work directly with government agencies serving Maryland residents
- Growing company with leadership opportunities
- Collaborative and mission-focused culture
Job Type: Full-time
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: Hybrid remote in Frederick, MD 21701
Salary : $85,000 - $100,000