Program Manager

3 weeks ago

Washington, United States Quantum Dynamics Full time
Company Description

Quantum Dynamics, Inc. (Quantum) is a Woman-Owned Small Business (WOSB) headquartered in McLean, Virginia. The company is a service-oriented firm with a rich corporate history of quality, responsive service and multi-disciplinary staff having the requisite education, specialized training, and experience to meet the exact needs of all their clients. Quantum focuses on providing quality Engineering, Information Technology, Logistics, Business Management, and Technical Support Services to professional, government, and scientific organizations.

Job Description

The Program Manager serves as the company lead and authority virtually/on-site to customers. Manage and ensure staff are knowledgeable in all aspects of recruiting operations. Author and submit monthly reports and performance indicators. Utilize project management dashboard matrix and Power BI, Dashboard, Workforce Management Tool, Customer Relationship Management (CRM) tool, and telephony software. Conduct lead refinement, training, briefings, assistance, and answering inquiries, and I have prior recruiting experience. Provide services for Volunteer Recruitment and Selection (VRS) in support of lead refinement and processing, including e-application, QA/QC procedures, world-class customer service, and recruit sustainment operations. Perform custom service recovery review(s), participate in meetings, and act as customer point of contact. Professionally brief VRS senior management.

Key Responsibilities:
  • Provide high-quality customer service support for lead refinement and processing across multiple communication channels (phone, email, online chat).
  • Contact, screen, and refine leads according to Peace Corps qualifications, ensuring all leads meet current business rules before forwarding to Peace Corps Recruiters.
  • Assist with e-application processing, ensuring accuracy and completion of applications.
  • Respond to general inquiries from prospective applicants, providing only approved, up-to-date information in a professional manner.
  • Maintain comprehensive records of all interactions in the contact log system, ensuring compliance with reporting and documentation standards.
  • Meet established performance metrics, including response times for phone calls, emails, and chat inquiries, as outlined in the Performance Work Statement (PWS).
  • Support ongoing recruit sustainment operations by ensuring applicants remain engaged and informed throughout the application process.
  • Oversee event support for recruitment activities, ensuring logistics are handled and staff are appropriately assigned to manage event tasks.
  • Manage operations across U.S. time zones (from 9:00 AM to 9:00 PM), ensuring full-time coverage across all four U.S. time zones and coordinating staff schedules accordingly.
  • Implement risk management and mitigation strategies, identifying potential risks and developing contingency plans to ensure uninterrupted service and adherence to contract requirements.
  • Prepare and submit operational reports, detailing performance metrics, lead status, response times, and compliance with Peace Corps reporting requirements.
Qualifications
  • Minimum Education: Must have a minimum of 5 years of managerial experience and a bachelor's degree from an accredited college or university (no specific field required for the degree; proof of ability to complete advanced education).
  • Experience: Project Management Professional (PMP) preferred.
  • Knowledge of Peace Corps Programs: Must have or be willing to gain up-to-date knowledge of Peace Corps qualifications and business rules.
  • Communication Skills: Strong verbal and written communication skills. Must be able to respond promptly and professionally to inquiries.
  • Technical Proficiency: Ability to use Government-approved Customer Relationship Management (CRM) systems, telephony software, and data entry tools to track and manage lead interactions.
  • Government Network Access: Must be able to meet Government background check requirements to obtain network access (e.g., NACI check).
Additional Information
  • Must be a U.S. Citizen and eligible to work on Government contracts.
  • Must be able to complete required cybersecurity and IT training as outlined in the solicitation.
  • Work Location: This is a fully remote position. The Outreach Analyst will work from a remote location and must be available to cover core hours from 9:00 AM to 9:00 PM across U.S. time zones, ensuring coverage in all four U.S. time zones.
  • Travel may be required for training or ad hoc meetings as needed.

All your information will be kept confidential according to EEO guidelines.

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