Veterans Affairs Contact Center Program Manager

KSA Integration LLC • United States, United States • 2w ago

Fully Remote

Description

KSA Integrationis a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the 2019 - 2025 Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020 - 2024 Best for Vets List by Military Times, in addition to winning the 2021, 2022, 2023, and 2024 Department of Labor "Hire Vets" Platinum Medallion Award.

Position is Contingent Upon Contract Award

Position Overview:This position supports the Department of Veterans Affairs (VA) Veterans Experience Office (VEO) Contact Center as the Program Manager. The Program Manager is responsible for overseeing the operational execution of a high-volume, multi-channel contact center that serves Veterans, their families, caregivers, and advocates. The Program Manager ensures that all aspects of service delivery meet or exceed performance standards, while fostering a culture of empathy, accountability, and continuous improvement. This role demands strategic oversight, operational agility, and a deep commitment to enhancing the customer experience for those who have served our nation.

Benefits:

· Medical, Dental, Vision (82% of employee's premium paid by company, 25% towards dependents)

· HSA / FSA Medical Plans

· PTO

· Flexible Work Environment and Encourage Work/Life Balance

· 401K with Company Match

· Observes all federal holidays

· Professional Development/Tuition Reimbursement Program

· Annual Career Development Process

Job Type:Full-time/Exempt

Location:Remote.Proximity Requirement:Must be within 50 miles of a VA facility capable of providing on-site technology support (e.g., VBA Regional Centers or VA Medical Centers in the contiguous 48 states).

Internet Requirements: Hard-wired high-speed internet with25 Mbps downloadand5 Mbps uploadspeeds is mandatory. Verification is required during onboarding

Anticipated Start Date: February 2026

Position Responsibilities:

Lead and manage all aspects of contact center operations, ensuring compliance with VA policies, procedures, and performance metrics.

Supervise and support a team of supervisors, senior agents, administrative assistants, and call agents.

Monitor telephony queues and adjust staffing schedules to meet key performance indicators (KPIs) such as abandonment rate, speed of answer, and service recovery.

Conduct monthly evaluations of supervisors and ensure timely completion of performance reviews.

Develop and maintain the Continuity of Operations Plan (COOP) and Contact Center Program Management Plan (CCPMP).

Oversee onboarding and offboarding processes, including coordination of Government Furnished Equipment (GFE) and access credentials.

Ensure all staff complete mandatory training and maintain compliance with VA Talent Management System (TMS) requirements.

Serve as the primary point of contact for technical issues affecting staff performance and escalate concerns as needed.

Provide monthly performance reports and corrective action plans for any unmet metrics.

Lead service recovery efforts for escalated customer interactions and ensure resolution within defined timeframes.

Participate in weekly meetings with quality assurance, workforce management, training, and operations teams.

Requirements

Position Requirements:

Bachelor's degree (BA/BS) preferred.

Experience: Minimum of 12 years of progressive call center management experience across industries such as healthcare, government, and customer service.

Proven ability to lead large teams in a remote work environment.

Strong understanding of CRM systems, telephony platforms, and workforce management tools.

Exceptional communication, coaching, and conflict resolution skills.

Demonstrated ability to manage complex operational challenges and drive performance improvements.

Preferred Skills/Experience:

Previous experience providing support to the Department of Veterans Affairs

KSA Integration is an equal-opportunity employer.

Similar Jobs

Program Manager III

ICONMA, LLC • United States, United States • 6min ago

Management & Administrative

Our Client, a Consumer Products And Software Services company, is looking for a Program Manager III for their Cupertino, CA/Hybrid location. Responsibilities: The Capital Project Portfolio Manager is responsible for the...

6min ago

Go to Apply

EPM Project Manager Senior

TEACHER RETIREMENT SYSTEM • Austin, TX • 7min ago

Management & Administrative

The Enterprise Program Management Project Manager Senior is responsible for leading individual projects and programs that align with strategic and enterprise-level directives for the Teacher Retirement System of Texas (T...

7min ago

Go to Apply

Application Engineer - Data Management

CACI International • Linthicum, MD • 7min ago

Management & Administrative

Application Engineer - Data Management Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: None Type...

7min ago

Go to Apply

Purchasing Supervisor (00616)

State of Montana • Helena, MT • 7min ago

Management & Administrative

This first review of applications will be October 1, 2025.Please submit the following required documents on theState of Montana Careerswebsite: Resume -Please include dates of employment and your supervisor's name/phone...

7min ago

Go to Apply

Deal Manager

Microsoft Corporation • Redmond, WA • 8min ago

Management & Administrative

At Microsoft, we believe in the power of what people can achieve. Our mission is to empower every individual and organization on the planet to do more. As a Deal Manager, you'll work in a dynamic, inclusive environment a...

8min ago

Go to Apply

Chief Systems Analyst (N)

SimIS Inc. • Norfolk, VA • 8min ago

Management & Administrative

100% ONSITE Who We Are : Founded in 2007, SimIS Inc. is an innovative information technology solution Veteran Owned Small Business (VOSB) that models future environments, requirements, and capabilities, and then secures...

8min ago

Go to Apply

Project Manager

CTG • United States, United States • 9min ago

Management & Administrative

CTG is seeking to fill a Project Manager opening for our client. Location: Remote Duration: 6 months Duties: Lead and oversee project teams delivering Cybersecurity Services solutions to clients. Manage project scope, co...

9min ago

Go to Apply

Agile Configuration Manager

SAIC • Scott AFB, IL • 9min ago

Management & Administrative

Description SAIC is seeking a highly skilled Agile Cloud Configuration Manager to support our IT Service Management efforts for USTRANSCOM at Scott AFB. This unique position merges agile leadership with technical configu...

9min ago

Go to Apply

Assistant Director Information Technology Services 1 - 9453

New York State Civil Service • Albany, NY • 11min ago

Management & Administrative

NY HELP No Agency Information Technology Services, Office of Title Assistant Director Information Technology Services 1 - 9453 Occupational Category I.T. Engineering, Sciences Salary Grade 664 Bargaining Unit M/C - Manag...

11min ago

Go to Apply

Vice President, Information Technology Operations

Nightingale College • Utah, Utah • 11min ago

Management & Administrative

VP, IT Operations The budgeted salary for this role is set at $190,000+ Position Summary: The Vice President (VP) of IT Operations is a strategic and operational leader responsible for overseeing the planning, execution,...

11min ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.