Employer Industry: Information Technology and Consulting for Government Agencies

Why consider this job opportunity:
- Comprehensive benefits package including Health, Dental, and Vision insurance, 401(k), Tuition Reimbursement, and Flexible Spending Account (FSA)
- 11 Paid Federal Holidays and 3 weeks of Paid Time Off
- Significant opportunity for career advancement within a government-focused organization
- Engaging and challenging work environment dedicated to supporting Federal Government missions
- Position contingent on award with an expected start date of September 2025

What to Expect (Job Responsibilities):
- Lead and oversee all non-IT systems activities of the program, including contact center and service operations
- Collaborate with FEMA counterparts to develop operational strategies through needs assessments and performance reviews
- Monitor and improve contact center performance, resolving issues and managing quality assurance programs
- Recruit, train, and manage a high-performing team, ensuring effective communication and job expectations
- Prepare performance reports by analyzing data and trends to inform organizational goals

What is Required (Qualifications):
- Bachelor's degree or equivalent experience
- Minimum of 10 years of professional experience
- At least 3 years of experience in a call center leadership role supporting multiple clients
- Minimum of 1 year of experience managing call center supervisors
- Ability to obtain DHS Suitability/Public Trust security clearance prior to starting work

How to Stand Out (Preferred Qualifications):
- Experience supporting FEMA or similar disaster relief programs
- Prior experience in managing contact center consolidation
- Knowledge in floodplain management, flood insurance, and mapping
- ASFPM Certified Floodplain Manager (CFM) certification

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