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Deputy Program Manager

ASRC FederalGettysburg, PA
Hybrid

About The Position

ASRC Federal Technology Solutions (AFTS) is seeking an experienced Deputy Program Manager to lead a consolidated contact center for the Federal Communications Commission (FCC) in Gettysburg, PA. This role is perfect for candidates who thrive on delivering exceptional customer service, optimizing processes, and guiding a team of contact center subject matter experts to consistently high performance.

Requirements

  • Bachelor’s degree, Masters Preferred
  • 10 Years of experience in an operational and technical project/program environment
  • Project Management Professional (PMP) Certification
  • Proven ability to manage an operational support team in a fast-paced environment
  • Strong understanding of contact center operations and ticketing systems
  • Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
  • Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
  • US citizenship to meet contract requirements and successfully complete a government issued background investigation

Responsibilities

  • Working closely with the Program Manager, lead the daily operations and technical aspects of the consolidated contact center, ensuring timely, accurate, and customer-focused support across all FCC consumers
  • Serve as the primary point of contact for customer communication, leading review sessions focused on service performance, trends, and improvement opportunities
  • Oversee the development and maintenance of contact center procedures, documentation, and knowledge base resources
  • Manage staffing, training, and professional development for contact center personnel
  • Monitor technical, operational, and schedule milestones to ensure alignment with contractual obligations
  • Identify areas for process optimization and propose improvements to enhance customer experience and operational efficiency
  • Support proposal development, planning activities, and technology roadmap discussions when expanding services or introducing new capabilities

Benefits

  • health care
  • dental
  • vision
  • life insurance
  • 401(k)
  • education assistance
  • paid time off
  • PTO
  • holidays
  • any other paid leave required by law

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