Contact Center Program Manager

1 week ago

Singapore US Federal Communications Commission Full time

Duties:


The FCC Contact Center Program Manager is responsible for the strategic planning, development, and execution of all FCC Contact Center operations that serve external customers.

This position will provide expert oversight of the day-to-day functions of the FCC's public serving contact center environments, including having primary responsibility for operations.

The Program Manager will lead the effort to create Contact Center policies and best practices.

This position will lead all aspects of the following Contact Centers:

  • The Program Manager will lead the FCC Consumer Complaints Center located in the Office of Consumer and Government Affairs. The CGB Contact Center hears directly from consumers regarding a vast array of complaints and inquiries regarding telecommunication providers, including billing and services. Contact Center staff interacts with consumers, telecommunications companies, federal, state, and tribal entities to resolve informal complaints and inquiries in a manner consistent with laws and FCC regulations.
  • The Program Manager will lead the Broadband Data Collection (BDC) Support Center located in the Office of Economic Analysis, which supports the FCC's National Broadband Map. The BDC help center assists internet service providers filing broadband availability data as well as location challenges. The Contact Center responds to inquiries from Consumers, state, local, and Tribal government entities, and other stakeholders seeking to challenge the map data. These challenges are utilized to improve the National Broadband Map accuracy. Currently, this contact center has both Tier I and Tier 2 contract teams.

Requirements:

Conditions of Employment:

  • Males born after 12/31/59 must be registered with Selective Service.
  • US Citizenship.
  • May serve a one year probationary period (if applicable)
  • Suitable for employment as determined by a background investigation.
  • If selected, a financial disclosure statement may be required.
  • Current/former federal employees must provide SF50 verifying grade/status
  • Current FCC employees must provide SF50 verifying grade & status.
Please note your resume must thoroughly support your responses to the vacancy questions.

Your resume is an integral part of the process for determining if you meet the basic qualifications of the position and determining if you are to be among the best qualified.


Qualifications:

Applicants must meet eligibility and qualification requirements by the closing date of this announcement.


Current Federal employees asking to be considered under Merit Promotion procedures must meet time-in-grade requirements by the closing date of this announcement.


Specialized Experience

GS-13

  • Experience developing and implementing contact center policies and procedures.
  • Experience with the implementation of large scale improvements to contact centers such as advising senior leadership on how to improve contact center processes and procedures; creating and implementing training programs; or developing performance improvement plans for contact centers.
  • Experience communicating orally to effectively deliver verbal presentations and provide advice and guidance to management and staff as well as deliver public-facing messaging to external entities.
  • Experience reviewing and analyzing contact center performance metrics and creating target metrics.
  • Experience serving as a project manager and executing/overseeing various projects which impact the overall operations of multiple contact centers.
You will be evaluated for this position on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs):

  • Ability to improve contact center processes and create contact center policies.
  • Ability to effectively communicate verbally and in writing.
  • Ability to develop manuals and directives covering the administrative aspects of contact center operations.
  • Ability to lead and oversee projects.
PART-

TIME OR UNPAID EXPERIENCE:

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience.

Additional information:

EEO Policy Statement

Reasonable Accommodation Policy Statement

Veterans Information

Legal and Regulatory Guidance

Other:

-
If applicable, you will be required to serve a trial period of one year.
- **In order for you to be employed at the FCC, there are certain Commission and Federal laws governing the financial interests of you and members of your immediate family. If selected for the position, you must submit a financial di

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