Program Manager (Call Center Operations)

GAP Solutions Inc • San Juan, PR • 6h ago

BACKGROUND

The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.

SCOPE

The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.

Position Objective: The Program Manager (PM) will serve as the primary point of contact with the Government for all contractual, technical, staffing, and performance issues related to the HSI Tip Line Call Center contract. The PM is responsible for ensuring contract compliance, managing overall program execution, and leading a team of Sr. and Jr. Customer Service Representatives. The PM will oversee staffing, training, performance monitoring, reporting, and communication with DHS/ICE leadership.

Duties and Responsibilities:

Serve as the single point of contact for the Contracting Officer (CO) and Contracting Officer's Representative (COR).

Provide overall management, direction, and oversight of the contract, including staffing, scheduling, and performance monitoring.

Ensure compliance with DHS/ICE policies, procedures, and security requirements.

Manage contract deliverables including staffing plans, progress reports, training plans, and meeting participation.

Lead post-award, progress, and status meetings with the COR and other government stakeholders.

Develop, implement, and monitor Quality Control Plans (QCP) and performance metrics.

Coordinate with ICE on system access, training, and safeguarding sensitive information (PII, SPII, LES, FOUO, etc.).

Supervise subordinate managers, including the Deputy Program Manager and Sr. CSRs, ensuring continuity of support.

Provide issue resolution and escalation support to ensure uninterrupted operations.

Prepare and submit all required contract reports, including staffing updates, separation checklists, and quarterly reconciliations.

Qualifications

Basic Qualifications:

Bachelor's degree in business administration, Management, Criminal Justice, or related field (minimum).

Minimum of 8-10 years of program or project management experience , including 5+ years managing contact center or law enforcement/intake operations of comparable size and complexity.

Demonstrated expertise in:

Federal contract management and oversight.

Supervising large, diverse teams in 24/7/365 operations.

Ensuring compliance with federal privacy, security, and personnel requirements.

Delivering reports, briefings, and recommendations to senior government officials.

Proficiency with Microsoft Office Suite, telephony/CRM systems, and contract management tools.

U.S. Citizenship Required

Minimum Qualifications:

Program Management Professional (PMP) certification.

Previous DHS/ICE program management experience.

Experience with sensitive but unclassified (SBU) information handling.

Ability to manage remote/distributed teams across multiple shifts.

Strong leadership, communication, and stakeholder engagement skills.

Ability to anticipate issues, mitigate risks, and deliver mission-critical results under pressure.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

GAP Solutions provides reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at recruiting@gapsi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.

This position is contingent upon contract award.

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