Deputy Program Manager

Supporting a large federal contact center with 24/7 operations, the full-time Deputy Program Manager will oversee daily operations, workforce management, and quality assurance while managing a distributed workforce in a remote environment. Key responsibilities Assist the Program Manager with day-to-day oversight of contact center operations and staffing Monitor operational performance, productivity, and quality assurance metrics while coordinating schedules and workflow management activities Anticipate operational challenges and design creative solutions to mitigate risks and enhance service delivery Required qualifications Minimum of a BS degree; MA/MS preferred 7+ years of contact center experience required Experience working within a virtual call center environment and managing remote employees preferred Experience supporting large contact center operations with 70+ FTE personnel preferred Must meet security eligibility requirements