Customer Service Program Manager

Systems Integration, Inc.Emmitsburg, MD

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Job Description

Systems Integration, Inc. (SII) is a leading provider of Turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. SII is searching for Program Manager to support a Government Program Management office located in Emmitsburg, MD. Join our team to discover a professional and rewarding career in an exciting, fast-paced, and growing government-contracting industry!

Responsibilities:

Serve as the primary Point of Contact (POC) for the client contract.
Lead and supervise a team of 7 that includes a Deputy Project Manager and 6 Customer Service Representatives.
Evaluate and test technologies supporting the Independent Study program; recommend enhancements to support the National Disaster & Emergency Management University (NDEMU).
Ensure Customer Service Representatives (CSRs) deliver effective support in an educational/training environment.
Produce monthly reports with statistical data on email, postal mailing, fax, phone, and applications volumes.
Develop and maintain Standard Operating Procedures (SOPS) and workflow processes
Provides coaching on account reconciliation and escalate program/policy issues to appropriate government or IT resources.
Ensure timely delivery of correspondence via appropriate channels.
Guarantee all calls are answered during core operational hours per guidelines.
Oversee the accurate and timely distribution of official transcripts.

Qualifications:

5 years of Project Management experience with a proven record, track record of leading teams and managing projects.
Ability to motivate teams, resolve conflicts and manage stakeholder expectations.
Strong analytical, critical thinking skills.
Strong decision-making capabilities.
Excellent verbal and written communication skills.
Experience with Microsoft Outlook & Excel
Knowledge of records management laws and regulations including the National Archives and Records Administration (NARA) Records.
Public Trust Clearance
Bachelor's Degree Preferred
FEMA Experience Preferred

This is an in-office position based in Emmitsburg, MD

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.

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FAQs About Customer Service Program Manager Jobs at Systems Integration, Inc.

What is the work location for this position at Systems Integration, Inc.?

This job at Systems Integration, Inc. is located in Emmitsburg, MD, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Systems Integration, Inc.?

Employer has not shared pay details for this role.

What employment applies to this position at Systems Integration, Inc.?

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