Operational Management:

• * Oversee the daily operations of the call center, ensuring all activities align with federal contract requirements.

• * Coordinate with the prime contractor to ensure seamless integration and collaboration.

• * Monitor call center performance metrics and implement strategies for continuous improvement.

• * Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

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Team Leadership:

• * Lead, mentor, and develop a team of call center Managers and Supervisors.

• * Conduct regular team meetings to communicate goals, provide feedback, and address any issues.

• * Manage staffing levels to ensure adequate coverage and efficient operations.

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Compliance and Quality Assurance:

• * Ensure all operations comply with federal contract regulations and guidelines.

• * Maintain quality assurance processes to monitor and improve call center performance.

• * Conduct regular audits and reviews to identify areas for improvement and ensure compliance.

• * Address and resolve any compliance issues promptly.

Customer Service:

• * Foster a customer-centric culture within the call center.

• * Handle escalated customer inquiries and complaints effectively and professionally.

• * Analyze customer feedback to identify trends and implement corrective actions.

• * Work with the prime contractor to develop and enhance customer service strategies.

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Reporting and Analysis:

• * Prepare and present regular reports on call center performance, compliance, and customer satisfaction to senior management and the prime contractor.

• * Utilize data analysis to identify trends, forecast future needs, and make informed decisions.

• * Implement and monitor key metrics to measure the success of call center operations.

Education and Experience:

• * Bachelor's degree in Business Administration, Management, or a related field preferred.

• * Minimum of 5 years of experience in call center management, with at least 2 years in a supervisory role.

• * Experience working with federal contracts and an understanding of federal regulations.