Description

ICF is seeking a Deputy Program Manager with experience in a Call Center in a health care or social services environment to join our growing team! Successful team members perform tasks in a variety of areas geared to deliver exceptional client support. You will work with the client team, as well as ICF team members and subcontractors, in a collaborative, fast-paced, and growing organization.

Key Responsibilities:

Plan projects and special initiatives from start to finish, including identifying processes, deadlines, and milestones.

Organize and coordinates team activities.

Manage performance to meet key performance indicators and service level agreements.

Coordinate with internal IT teams to ensure systems are operating as needed.

Coordinate recruitment, training, and continuous quality improvement activities.

Manage activities of subcontractors.

Respond to and resolve client inquiries in a professional and timely fashion.

Ensure successful resolution of any open issues and escalate to management, as needed.

Ensure project costs are within expected ranges.

Develop, implement, and direct program operations to ensure all calls receive stabilizing, effective, trauma-informed, client-centered responses, with clear and thorough documentation.

Hire, train, supervise and evaluate program personnel in accordance with federal and state standards and requirements.

Monitor and evaluate budgets expenditures / needs.

Lead large group discussions with clients and stakeholders to address questions and reach problem resolution.

Establish influential partnerships at all levels.

Basic Qualifications:

Bachelor's degree in social work, psychology, public health, sociology or related field of study

Minimum of 5 years of similar experience in a social services setting

Minimum of 2 years of call center experience

Minimum of 1 year experience implementing best practices and standard operating procedures

Must be able to obtain and maintain a security clearance per contract requirements

Preferred Qualifications:

Master’s degree in social work, public health, or field related to the provision of social services.

2 years of experience in program or project management with staff supervision role

PMP preferred

Active Tier 2 security clearance

Additional Skills:

Proficient in call center metrics and how they drive performance.

Excellent analytical and proven problem-solving skills.

Competent understanding of project management methodology including the ability to manage risk, develop detailed work plans and specifications, and run team meetings.

Excellent organizational and time management skills.

Ability to receive client feedback and research thoroughly and quickly, with teams’ support.

Proven team-building skills; experience facilitating teams and clients.

Ability to solve problems with keen instincts and organizational experience.

Ability to take information from operations and apply it appropriately to client questions.

Strong MS Office skills.

Must have a focus on detail and driving results.

Must demonstrate and maintain an extremely high regard for sensitive information.

Excellent verbal and written communication skills.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO AA policy .

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights , the Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf) , or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:

$102,285.00 - $173,884.00

Nationwide Remote Office (US99)