Enterprise Information Services, Inc.

  • Program Manager

    Job Location US-TN-Millington
    ID
    2018-3748
    # of Openings
    1
    Targeted Job Start Date
    3/4/2019
  • Overview

    Support the MyNavy Career Center (MNCC) Contact Center that provides contact center support for sailors, recruits, Navy families, reservists, retirees, veterans, and the general public. The Contact Center provides confidence in our customers that the Navy delivers quality customer service.

     

    Support services are focused on resolving inquiries, transactions, and requests relating to the complex nature of Human Resources (HR)-related topics across the broad spectrum of payroll, employment verification, benefits, travel, personnel development, training, recruiting, enlisting, retirements, separations, extensions, re-enlisting, mobilization and demobilization pay and disbursing operations, locator services, career management, and selection boards which represent the full hire-to-retire lifecycle for the Navy. Work will be performed in Millington, TN.

    Responsibilities

    The Program Manager will provide overall support and direction for the MNCC Contact Center contracted labor force including planning, organizing, directing, coordinating, and controlling the activities of the program in support of Government goals to obtain optimum efficiency and economy of operations. The Program Manager leads project planning, scheduling, monitoring, and reporting activities to achieve requirements. The position will ensure all contract obligations are met on schedule and perform all contract functions in accordance with the approved Program Management Plan, while working with multiple Government managers.

     

    Duties:

    • Direct daily operations, analyzing workflow amongst project areas, and work with the customer in establishing priorities, developing standards, and meeting performance goals
    • Responsible for the successful project execution within cost and schedule, including financial planning and management oversight
    • Establish excellent working relationships with customer and all program partners
    • Lead large, critical customer service operations
    • Self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals
    • Effectively communicate (both orally and written) expectations and resources required to achieve program goals and execution, engaging the contracting office and representatives as needed
    • Managing complex issues and providing effective solutions
    • Ensure delivery of deliverables (MSR, PMP, QCP, Transition, After Action reports, etc.)

    Qualifications

    Education

    • Bachelor’s Degree

    Clearance and Certifications

    • Possess IAT Level II Certification.  One required; Security+ CE, CCNA Security, CYSA+, GICSP, GSEC or SSCP or higher Certification
    • Active DoD Secret Clearance

    Experience and Skills

    • Minimum of ten (10) years of leadership and management experience in large commercial contact centers (200-500 CSRs)
    • Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.
    • Understanding of Workforce Management
    • Proficient with Microsoft Office programs

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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