Program Manager PM Contact Call Center 24/7/365 - Remote near DC or any VA Medical Center

Program Manager PM Contact Call Center 24/7/365 - Remote near DC or any VA Medical Center ---------------------------------- - Piton Science & Technology’s [email protected] email address is for the Program Manager (PM) and Deputy Program Manager (DPM) positions. - The government issued a solicitation for the recompete of the VA Contact Center contract with a due date Monday, September 15, 2025 as a Service Disabled Veteran Owned Small Business (SDVOSB) set-aside contract, and Piton Science & Technology submitted a proposal. - The current prime contractor for the VA Contact Center work was not eligible to submit a proposal because they are not an SDVOSB and consequently their work as the prime contractor on the VA Contact Center contract will end during February 2026. - The remote at-home work available within 50 miles of any VA Medical Center in any state. Examples of acceptable county and city locations include: [ Utah ] Salt Lake or Tooele – [ West Virginia ] Berkeley or Jefferson – [ D.C. ] – [ Maryland ] Calvert or Charles or Prince Georges – [ Virginia ] Alexandria or Arlington or Fairfax or Falls Church or Fauquier or Loudoun or Manassas Park or Prince William or Stafford [ South Carolina ] Calhoun or Frederick or Kershaw or Lexington or Richland or Saluda – [ OTHER STATES ] any location within 50 miles of a VA Medical Center. ---------------------------------- ---------------------------------- Program Manager PM Contact Call Center 24/7/365 - Remote near DC or any VA Medical Center ---------------------------------- PROGRAM MANAGER (PM) QUALIFICATION REQUIREMENTS: At least 12 years of progressive call center management experience in a variety of industries (healthcare, Government, service) is required. A BA/BS Degree is preferred but additional senior level call center management experience in a variety of industries (healthcare, Government, service) may also be considered. SCOPE The Call Center operations support our Veterans and their families in their interactions with the following Veterans Affairs organizations. The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Multi-Channel Technology (MCT) is charged with enhancing Customer Experience (CX) through the various “channels” through which VA and its customers interact. Since its inception, MCT has connected VA’s lines of business and Office of Information and Technology (OIT) to catalyze change and develop solutions that address the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders. VEO’s Contact Center provides a variety of public facing services through the work of both Government and Contractor full time equivalent staff, handling approximately 1.57 million calls in fiscal year 2024. The Veterans Health Administration (VHA) is the largest integrated health care network in the United States, with 1,380 health care facilities serving over 9.1 million enrolled Veterans each year. When VA cannot provide the care needed, VA authorizes care to Veterans and eligible beneficiaries using community resources, referred to as Community Care for Veterans and Veteran and Family Member Program (VFMP) for family member beneficiaries. The VHA Office of Integrated Veteran Care (IVC) is responsible for the management of the Veteran Community Care Program (VCCP). The Veterans Benefits Administration (VBA) provides a variety of benefits and services to Service members, Veterans, and their families. VBA seeks to understand the unique issues Veterans face and are here to help Veterans and eligible dependents to obtain compensation, education, health care, home loan, insurance, pension, vocational rehabilitation and employment, and burial and memorial services. The VBA support line is the initial point of contact for Veterans and their families to get started on applying for eligible benefits. Program Manager shall provide support to meet 24/7/365 call volume (including holidays) in varying environments while providing accurate and quality customer service for all inquiries. To support the performance of this requirement the contract scope includes dedicated program management and staffing resources. Not including surge periods, the minimum staffing is as follows. • One (1) Program Manager • One (1) Deputy Program Manager • Twenty-four (24) Supervisors • Five (5) Program Management Administrative Assistants (PMAAs) • Twenty-four (24) Senior Agents • Three hundred twelve (312) Call Agents The Program Manager is responsible for ensuring the Customer Service Representative (CSR), Senior CSR, Administrative Assistant and Supervisor comply with established business rules. Ensures supervisors are monitoring queues throughout the shift and making adjustments to staff breaks and supervisor activities to meet key performance metrics. Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership. PROGRAM MANAGER RESPONSIBILITIES: • Responsible for ensuring the Customer Service Representative (CSR) and Supervisor comply with established business rules. • Ensures supervisors are monitoring queues throughout the shift and making adjustments to staff breaks and supervisor activities to meet key performance metrics. • Ensures new supervisors meet competency requirements for supervisor role and for shift lead role • Provide one-to-one coaching to supervisors. • Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership. • Reinforce standards, and use progressive discipline when compliance continues to be an issue. • Ensures key performance metrics are met or exceeded. • Encounters that may require program manager service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer. This will occur for any interaction with a supervisor that failed to return an aggravated, dissatisfied customer to a state of calm satisfaction. This will include complaints received against a supervisor, issues identified during call calibration or call evaluations, and pre-determined customer satisfaction survey scores. • Maintains control over attendance, leave and excused absence of employee. • Ensures supervisors coordinate for coverage of the phone line dedicated to staff for requesting unscheduled time off. • Ensures all staff complete mandatory training (including training in the VA Talent Management System) in a timely manner. • Ensure supervisors are entering all unscheduled leave requests into the WFM system for approval by designated WFM section member and approving exception requests appropriately. Breaks and lunches should be moved prior to approving any requests that would be unintentionally overwritten by the exception. • Follow a standard set of procedures on-boarding/off-boarding personnel. • Actively participating in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate. • Responsible for the Continuity of Operations (COOP) plan, both providing and adhering to the plan. • Attendance and participation in all required weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate. • Responsible for all performance deliverables. • Responsible to adhere to all Standard Operating Procedures (SOP) and other directives. • Responsible to provide notification of technical issues impacting the ability of agents or supervisors to complete their duties. Any large-scale outages require leadership notification as outlined in the SOP. • Responsible for other operational activities as identified. • Responsible for monthly report related to performance metrics and action plan addressing any metric which did not meet standards. • Responsible for monthly evaluation of each supervisor. • Responsible for a supervisory backup plan for any supervisor who is on regular or extended leave. • Responsible for other operational activities as identified. Job Type: Full-time Application Question(s): • Do you have at least 12 years of call center management experience? • How many years of call center management experience do you have? • Do you have healthcare call center management experience? • Do you have at least a BA/BS degree? • If you do not have do you have at least a BA/BS degree, then how many additional years beyond 12 do you have with call center management? Work Location: Remote Apply tot his job