Project Manager

 

 

Project Manager - Federal Hotline Contact Center

 

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Project Manager to support a federal hotline operation. The Project Manager is responsible for all contractor work under the Statement of Work, serves as the single point of contact for the Contracting Officer and Contracting Officer's Representative, and leads staffing, implementation, training, operations, quality control, reporting, security compliance, risk management, and continuity of services.

 

Key Responsibilities:

· Serve as the single point of contact for the Contracting Officer and Contracting Officer's Representative and remain responsible for all contractor work.

· Lead contract start-up, including the kick-off meeting within five business days after award, and ensure the program is fully operational, staffed, and trained within required timeframes.

· Develop, maintain, and execute the staffing plan, implementation timeline, training approach, operational procedures, quality-control process, and required process documentation.

· Direct and coordinate Response Operators, Portal Operators, supervisory personnel, and quality-control staff and adjust staffing based on contact volume and hours of operation.

· Ensure live telephone coverage is provided Monday through Friday, 10:00 a.m. to 6:00 p.m. Eastern Time, excluding federal holidays, and that voicemail callback requests are addressed by the next business day.

· Ensure emails and faxes are reviewed and processed regularly during the workday, responses are provided within two days, and online portal complaints are evaluated and routed appropriately.

· Monitor complaint intake, documentation, closure, redirection, assignment, escalation, and notification of urgent health and safety matters.

· Ensure personnel follow approved scripts, user guides, standard operating procedures, security requirements, privacy requirements, and confidentiality standards.

· Prepare and submit accurate monthly activity reports during the first week of the following month, including contact volumes, complaint sources, categories, actions taken, closure activity, technician output, trends, and resolution and acceptance times.

· Manage personnel security documentation, required training completion certificates, current clearance evidence, key personnel resumes, and approval requirements for proposed Project Manager replacements.

· Develop and maintain a security contingency and disaster recovery plan to support uninterrupted continuity of services.

 

Qualifications:

· US Citizen and Public Trust Clearance Required. 

· Ability to obtain or maintain the required T4 High Risk Public Trust clearance using the SF 85P process, as required by the contract.

· Bachelor's degree in a related field.

· Five or more years of project management experience.

· Project Management Professional certification or comparable project management credential preferred.

· Two years experience in law enforcement or OIG.

· Demonstrated experience managing federal contract operations, staffing, implementation, training, quality control, reporting, performance metrics, deliverables, and corrective actions.

· Experience managing customer service, contact center, complaint intake, case processing, hotline, or similar operations.

· Strong written and verbal communication skills and the ability to communicate professionally with company and government stakeholders.

· Strong organizational, analytical, problem-solving, decision-making, and risk-management skills.

· Ability to safeguard personally identifiable information, complainant identities, government information, and confidential case-related records.