Call Center Program Director - Remote

Company: ICF
Location: Olympia
Posted on: November 22, 2022

Job Description:

The Program Director is a manager who will be responsible for oversight of all work streams related to the Call Center and execution of project deliverables. The position will act as a member of the leadership team to recommend technological solutions, project manage Call Center deliverables, and will report to the Vice President, Children and Youth. This is a Remote opportunity with up to 25% travel.ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce.Key Responsibilities: + Oversee and manage the following:+ Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards+ Prepare project plan that proposes timeframes for specific tasks to be performed, technical approach, staffing recommendations, and management controls to meet the cost, performance, and schedule requirements of this contract+ Direct work priorities to maintain a professionally managed program while meeting call center and special projects objectives, based on direction from the customer+ Oversee compliance with the Contract and customer requirements; ensure the timely performance of tasks and deliverables; collaborates with stakeholders; and establish and oversee training needs+ Coordinate referrals, service planning and documentation for the assigned service population+ Meet all federal and state regulatory guidelines and standards that are applicable to this position and ensure team compliance implementation of safety and service plans, and ongoing contact with the service population as required+ Monitor staff to ensure that safety plans meet proven standards for risk reduction and positive case outcomes+ Serve as the primary point of contact for the COR and as a liaison for ORR (client) and client's stakeholders+ Ensure timely and accurate communication with client to ensure transparency and communication of medium and long-term project activities, outstanding issues, and risk mitigation+ Lead collaboration among all project partners - small business partners, client, and other key stakeholders+ Enforce uniform development and quality standards and ensure accuracy of project deliverables+ Ensure delivery of punctual, high-quality Call Center services+ Continuously track progress and report on status of deliverables, ensuring all requirements are met and deliver on-time reporting to client+ Provide management and oversight of workloads and manage work performance for project staff, including Subject Matter Experts (SMEs)+ Analyze data collection instruments, tools, and systems to ensure effectiveness and determine when necessary to update or expand systems to provide robust data to the client+ Work with clients and SMEs to perform needs assessments to identify critical knowledge, skills, and behaviors; produce gap analyses; and recommend appropriate technological and staffing solutions+ Utilize data to make improvements in deliverables+ Assure all deliverables are met annually+ Project Oversight+ Provide leadership across the project in innovation and problem solving.+ Develop and monitor scope of work for contractors providing some aspect of technical work for learning experience development as needed+ Document areas of progress and track in databases/spreadsheets+ Maintain expert knowledge about tasks and overall objectives+ Provide feedback about challenges and successes and troubleshoot any barriers encountered within the assigned tasks+ Assure subcontractor budgets remain on track consistent with projected profit+ Track budget through Costpoint+ Assure timely invoicing and troubleshoot any problemsBasic Qualifications: + Masters in social services or organizational development: a Bachelor's in the same field can be substituted for the MS/MA if accompanied by 8+ years of training development work in the field of refugee resettlement+ 10 years of experience in case management for refugee resettlement or unaccompanied minors+ 3-5 years managing projects or equivalent of project management such as managing multiple aspects of deliverables, deadlines, and partner relationships+ 1 plus years of call center experience+ 5 years overseeing budgets and staff Preferred Skills/Experience: + Experience responding to child and family crises+ Experience running a call center for children and family service needs+ Experience producing, adhering to, and tracking task-level budgets and schedules+ Experience interacting with and advising clientsProfessional Skills:+ Strong project management skills+ Strong oral and written communication skills+ Strong analytical, problem-solving, and decision making capabilities+ Strong attention to detail+ Ability to multi-task in a fast-paced environment+ Ability to work well both individually and in a team environment+ Ability to prioritize multiple tasks while demonstrating the initiative to complete projects with minimum supervision+ Ability to work with all levels of internal staff, as well as outside clients and vendors+ Ability to be flexible to handle multiple priorities and to work limited overtime as necessary+ Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint+ Sound business ethics, including the protection of proprietary and confidential informationWorking at ICFWorking at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) . Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law (https://www.eeoc.gov/sites/default/files/migrated\_files/employers/poster\_screen\_reader\_optimized.pdf) and Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_English\_unformattedESQA508c.pdf) . Pay Range - There are multiple factors that are considered in determining final salary for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The salary range for Colorado is - $80,656.00 - $137,116.00Nationwide Remote Office (US99)Need help? We're here:ICFCareerCenter@icf.comAbout ICFICF (NASDAQ:ICFI) is a global consulting services company with approximately 8,000 full and part-time employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.

Keywords: ICF, Olympia , Call Center Program Director - Remote, Executive , Olympia, Washington