Program Manager - Call Center (REMOTE)

SeKON is looking for a Program Manager - Call Center to lead our talented and innovative team supporting a global federal telehealth program.  

With over 25 years of experience, SeKON specializes in providing large-scale health IT programs in support of federal government customers including the Centers for Disease Control (CDC), Centers for Medicare and Medicaid (CMS), Defense Health Agency (DHA), and National Institutes of Health (NIH). Our vision is "To be the premier management and technology consulting firm providing solutions that improve quality of life and work".

Primary functions and requirements include:

RESPONSIBILITIES:

• Works with partners to develop and drive service solutions and business case development across functional groups.
• Involved in the coordination of translating business strategy into work programs and processes. 
• Reviews and provides input to high-level project planning and management.
• Accountable for the creation and development of technology solutions appropriate to business needs and objectives
• Oversees implementation of program, projects, or processes
• Creates and delivers monthly Program Management Reviews
• Ensures all business functions are appropriately and consistently defined and that these functions meet the objectives of the client.
• Drives stream of work reporting to customer.
• Develops status reports, controls project scope and economics, approves changes, and manages and resolves issues, risks, and conflicts.
• Serves as a single point of contact and the escalation point between technical teams.
• Demonstrates abilities as a leader, creating a positive work environment by monitoring workloads of the team while meeting client expectations.
• Accountable for senior level customer relationships and satisfaction
• Serve in a variety of roles to include, but not limited to proposal management, proposal writing, editing, and pricing.

REQUIREMENTS

• Bachelor’s degree in Business, Information Technology (IT) or a related field preferred or equivalent year of experience
• 5 years of experience with managing multiple call centers.
• Demonstrate knowledge of URAC Health Call Center Standards, experience in customer service, performance evaluation, and process improvement.
• Demonstrate strong interpersonal and communication skills.
• Demonstrate experience in large volume staff training and coaching.