Project Manager - Call Center Operations

TISTA Science and Technology is seeking a Project Manager - Call Center Operations to join our growing team. The Project Manager provides overall leadership, coordination, and management for onsite call center operations at a Government facility. This role is responsible for ensuring continuous 24/7/365 coverage, operational performance, quality assurance, staffing, training, and compliance with established policies and procedures. The Project Manager serves as the primary point of coordination with the Government and provides direction to the Call Center Supervisor (Team Lead), Lead Operators, and Call Center Operators.

At TISTA, you'll do meaningful, missiondriven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We're proud to serve and hire Veterans, and we put people first in everything we do.

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Professional development reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

• Ensure appropriate channel of communication with the COR and CO for technical, administrative, and contract management activities.
• Track, monitor and report on project status and progress.
• Supervise and coordinate contractor staff.
• Ensure that data on the budget and progress of all activity is tracked separately and is available in scheduled reports upon request.
• Submit resumes for replacement Key Personnel to the CIT COR and CO for review and approval prior to assigning new tasks.
• Deliver required reports, plans and other deliverables that are accurate, error-free, completed within budget and submitted in accordance with the Reporting and Deliverables Schedule.
• Provide Monthly Status Report to the COR and CO with a brief written summary of completed work, progress against plans, milestone status, issues, risks and labor hours expended to date.
• Ensure that each task assignment provided by the COR directly supports mission responsibilities as specified in the SOW.
• Assist the COR with developing and reviewing:
  • Strategic plans and studies.
  • Management briefings as required.
  • Ad hoc briefings and reports.
  • Special studies and technical assessments.
  • Program Plans (Quality Assurance, Configuration Management).
  • Other reporting necessary to ensure the success of the project and task completion.
• Establish a Quality Control Plan (QCP) program to ensure the requirements of this SOW are fulfilled and document the program in the QCP.

• 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.
• Experience managing a customer contact operations function focused on inbound call processing.
• Experience developing staffing strategies and implementing staffing plans.
• 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.

Education:

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

Clearance:

• Ability to obtain and maintain a Tier 2 Public Trust.

Location:

• 6555 Rock Spring Drive, Room 2NW04, Bethesda, MD 20892.
• 100% Onsite.