ASRC Federal Technology Solutions (AFTS) is seeking an experienced
Deputy Program Manager to lead a consolidated contact center for the Federal Communications Commission (FCC) in Gettysburg, PA. This role is perfect for candidates who thrive on delivering exceptional customer service, optimizing processes, and guiding a team of contact center subject matter experts to consistently high performance.
Work location: Onsite at least three days per week
Clearance: Ability to successfully complete a government background investigation
Responsibilities - Working closely with the Program Manager, lead the daily operations and technical aspects of the consolidated contact center, ensuring timely, accurate, and customer-focused support across all FCC consumers
- Serve as the primary point of contact for customer communication, leading review sessions focused on service performance, trends, and improvement opportunities
- Oversee the development and maintenance of contact center procedures, documentation, and knowledge base resources
- Manage staffing, training, and professional development for contact center personnel
- Monitor technical, operational, and schedule milestones to ensure alignment with contractual obligations
- Identify areas for process optimization and propose improvements to enhance customer experience and operational efficiency
- Support proposal development, planning activities, and technology roadmap discussions when expanding services or introducing new capabilities
Requirements - Bachelor's degree, Masters Preferred
- 10 Years of experience in an operational and technical project/program environment
- Project Management Professional (PMP) Certification
- Proven ability to manage an operational support team in a fast-paced environment
- Strong understanding of contact center operations and ticketing systems
- Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
- Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
- US citizenship to meet contract requirements and successfully complete a government issued background investigation
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.
