Call Center Operations Manager - FEMA Seasonal - Serco North America

Discover this great opportunity to be a part of our Seasonal Emergency Response Team, called upon in the event of a natural disaster.  Serco supports the Federal Emergency Management Agency (FEMA) by employing temporary hires to assist with the delivery of disaster assistance for individuals and households.

We are seeking dedicated individuals to provide essential customer service support for relief efforts in a virtual 24/7 remote call center with various 40 hour a week shifts available, days, nights and weekends. The Operations Manager role is crucial in helping their supervisor teams help those affected by disaster and offers a unique opportunity to make a meaningful impact.

This initial assignment is approximately 120 days, with the possibility of extension, and may called upon in the event of other natural disasters. The salaried position will pay based on federal guidelines and associated experience.

As a Call Center Operations Manager supporting FEMA, your primary responsibility is to oversee the daily operations of the call center, ensuring efficient and effective service delivery to disaster survivors. Here are some key responsibilities:

Operational Management

• Team Leadership: Lead a team of up to 10 supervisors and 200 agents, providing guidance, motivation, and performance management.
• Performance Monitoring: Track key performance indicators (KPIs) for the program level, your team, and each supervisor on your team such as call volume, handle time, and customer satisfaction.
• Quality Assurance: Implement quality assurance measures to ensure adherence to standards and protocols.
• Scheduling and Staffing: Work with Workforce Management (WFM) team to manage efficient staffing schedules to meet fluctuating call volumes.
• System Monitoring: Monitor call center systems and technology to ensure optimal performance.

Strategic Planning

• Business Continuity Planning: Support and refine business continuity plans to maintain operations during emergencies.
• Process Improvement: Continuously identify opportunities to improve efficiency and effectiveness.
• Capacity Planning: Work with WFM to adjust staffing levels accordingly to meet changing demands.

Stakeholder Management

• FEMA Liaison: Collaborate with Serco and FEMA leadership to align call center operations with agency goals and priorities.
• Training and Development: Provide ongoing training and development opportunities for staff.
• Employee Morale: Foster a positive work environment and address employee concerns.
• Performance Management: Conduct regular performance reviews and provide constructive feedback.

In compliance with state and local laws regarding pay transparency, the target salary is $99,174.00; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

To be successful in this role you will:

• BA / BS Degree in a related field from an accredited institution is preferred or relevant Contract Center Management experience
• A minimum 2 years call center management
• Highly motivated leader committed to promote a winning culture and always work towards optimal performance
• Servant with people first mindset working to ensure your team has the proper tools and systems and motivation to deliver world class customer service.
• Good process and change management experience to meet the ever-changing environment
• Strong communication skills both written and verbal for you team, Serco leadership and the client
• Passionate about delivering great experiences to those in need.
• Flexibility to cover operational hours for the Call Center (24/7).

If you are interested in working with our Seasonal Emergency Response Team and the opportunity to help disaster survivors rebuild their lives - then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

**Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active.  Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.**

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco 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.