• Call Center Operations Manager

    CognosanteColumbia, MD 21045

    Job #1714859890

  • Security Clearance required:

    Able to obtain Public Trust

    Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

    Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people's lives today!

    Job Description

    Cognosante will be hiring an Call Center Operations Manager for a new call center contract for a federal government customer. Reporting to the Program Manager, the Operations Manager will be responsible for overall daily operations and support for all program operations, program policies, processes, procedures, and training approvals with a special emphasis and authority over all contact center 24x7x365 services and support staff; interfaces with customer stakeholders to communicate high level program escalatory issues, program trouble shooting, service concerns, operational support reports, and problem resolution; oversight and approval for the creation and revision of operational work instructions and program SOPs; and provides oversight, support and direction to customer operational areas to ensure consistency and overall quality for customer service delivery results.

    Required Qualifications

    • To be considered for this role, candidates must have 8+ years of increasing responsibility in project management, with the best candidates having their PMP certifications

    • Candidates must demonstrate their success in managing large contact center projects for federal government agencies, ensuring they deliver and exceed customer expectations

    • Candidate must have experience running a federal or state government call center.

    • Familiarity and comfort with IT automation of call centers are important

    • Strong written and oral communications will be key, and all candidates will be expected to submit a writing sample that will be reviewed by the customer before hires are finalized

    • All candidates must also show how they manage teams, getting the best performance from team members, dealing with personnel issues, and ensuring staff levels are met and maintained

    • A bachelor's degree or equivalent work experience is required

    Candidates that do not meet the required qualifications will not be considered.

    We're solving Americans' health and safety challenges with technology, innovation, and purpose.

    At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We're committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.

    Cognosante was founded to address a critical gap in the health IT market-the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.

    Every day, we help government agencies solve difficult problems. We're ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We're addressing the social determinants of health to remove barriers to healthcare access. And, we're proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We're also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.

    Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.

    Are you ready to make a difference in the lives of millions? Join us.

    Highlighted Benefits for Full-time Employees

    •Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance

    Cognosante is an equal opportunity employer (~~~) . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email ~~~ . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to ~~~ and let us know the nature of your request and your contact information.

    T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.

    COVID-19 isn't stopping our hiring process nor our business as (semi) usual. We're still reaching candidates, virtually and we're still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!

    Quick tips on virtual hiring success:

    • Test your tech -make sure your internet connection and video conferencing program are both working prior to your interview.

    • Dress appropriately -dress for success and ensure your surroundings are tidy.

    • Be prepared -do your homework, rehearse your responses to key interview questions, and prepare your own questions.

    • Be personable -make eye-contact, smile often, and demonstrate enthusiasm for the role.

    • Remove distractions -engage with the interviewer by removing all distractions, including your smartphone.

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