VA VEO Call Center DPM

Core Government Services (CGS) is seeking an experienced customer support Assistant Director / Deputy Project Manager to support the Veterans Affairs' Veteran Experience Office (VEO) Call Center.

Our Deputy Program Manager (DPM) functions under the supervision of the Program Manager to assist with the operation of the customer call center and to serve as Acting Program Manager in the absence of the PM. The DPM has an essential role supporting the VA VEO Call Center program's mission to provide high-quality public-facing support to Veterans, their families, and all stakeholders by leveraging technology, data, and best practices to enhance their overall experience with VA services. By offering a central, efficient point of contact, this program supports the broader Veterans Experience Office (VEO) goal of enabling the VA to be the leading customer service organization in the government, fostering trust and encouraging Veterans to "Choose VA".

The call center's work contributes to the overall VEO mission of improving customer experience (CX) across all VA services, ensuring interactions are easy, effective, and emotionally resonant. The call center leverages technology and data to manage and improves services through various government technologies and tools (like CRM, WFM, QM) and CX. By managing public inquiries, the VA VEO Call Center helps coordinate and integrate services, supporting Veterans in their access to care, benefits, and memorial services. This team is a conduit for Veterans to get information and assistance, ensuring they have a central, accessible point of contact for various VA programs.

Knowledge & Essential position tasks:

• The DPM assists the Project Manager (PM) with all contract deliverables including operational management, staffing, training, quality management, budgeting, and operations.
• Ensures the Customer Service Representative (CSR) and Supervisor comply with established business rules.
• Ensure supervisors monitor queues throughout the shift and adjust staff breaks and supervisor activities to meet key performance metrics.
• Ensures new supervisors meet competency requirements for supervisor role and for shift lead role.
• Provide one-to-one coaching to supervisors as directed by the PM.
• Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership.
• Ensure the customer service team meets or exceeds all key performance metrics.
• Maintains control over attendance, leave and excused absence of employees.
• Ensure supervisors coordinate for coverage of the phone line dedicated to staff for requesting unscheduled time off.
• Ensures all staff complete mandatory training (including training in the VA Talent Management System) in a timely manner.
• Assists the PM with personnel management actions including hiring, training, continuous development, time management, personnel administration, quality management, and budget planning as directed.

Position Requirements:

• We require a bachelor's degree in a business management, organizational leadership, or customer service-related field. We prefer applicants with a master's degree and Project Management Professional (PMP) certificate.
• Eight (8) or more years of experience in Call Center operational management and leadership.
• Variety of call center experience in healthcare, government services, and support organizations is desired.

Working Conditions: Remote

Required Travel: Minimal

Job Type: Full-Time, Exempt (Salary)

Contract Length: Greater than one year

Benefits and unique perks offered, but not limited to:

• Health Care Reimbursement Account option for employees without insurance such as TRICARE
• Dental and Vision Insurance
• Flexible Spending Accounts (FSA)
• 401(k) Matching Program
• 11 Paid Federal Holidays
• 3 Weeks of Paid Time Off (PTO)
• Short-Term and Long-Term Disability
• Basic and Voluntary Life Insurance
• Premium financial advisory service
• Free training courses through our HR application

For more about our great company, please check out our website at

CGS provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. CGS will review all reasonable accommodation requests.