Operations Manager (Contact/Call Center Manager) - FEMA Risk Map

JOB TITLE: Operations Manager (Contact/Call Center Manager)

GOVERNMENT AGENCY: Federal Emergency Management Agency (FEMA) Risk Management Directorate

POSITION INFORMATION: Full-Time Position

LOCATION: TBD; DC Metro Preferred

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off

CLEARANCE REQUIREMENTS: Candidates will be required to obtain a DHS Suitability/Public Trust security clearance which must be complete prior to starting work on the program

POSITION TIMING: Contingent on award; Expected Contract Start Date September 2025

The FEMA Risk Management Directorate implements several programs including the Risk MAP Program, the National Dam Safety Program, the Levee Safety Program, the Natural Hazards Risk Assessment Program, the Building Sciences Program, National Earthquake Hazards Reduction Program (NEHRP) and the NFIP Actuarial Sciences Program.

The vision for Risk MAP is to deliver quality data that increases public awareness and leads to action that reduces risk to life and property. Risk MAP assesses flood hazards and flood risk in support of the NFIP and delivers flood hazard and risk products to local governments, the real estate and lending industries, and other stakeholders.

ITC Federal is an information technology and consulting company focused on servicing the needs of the Federal Government. ITC applies earned expertise in information technology and information assurance/security to assist our clients in achieving their missions. ITC is headquartered in Fairfax, VA and offers outstanding compensation and benefits in a challenging and rewarding professional work environment.

JOB OVERVIEW:

ITC Federal is seeking a highly skilled Operations Manager who will be responsible for all non-IT systems activities of the program, including but not limited to, the contact center, LOMC clearing house activities, the engineering library, the distribution of maps and the research of and response to controlled and non-controlled correspondence inquiries.

RESPONSIBILITIES:

Working with their FEMA counterpart, determining contact center and other service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintaining and improving contact center, LOMC processing and other service operations by monitoring overall system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishing contact center human resource objectives by interviewing, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;; enforcing policies and procedures.
• Preparing contact center and other service function performance reports by collecting, analyzing, and summarizing data and trends.
• Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Building and maintaining a high performing team.
• Handling all escalations professionally and with a sense of urgency to customer satisfaction
• Monitoring and managing quality assurance of customer facing products and services.
• Coaching and mentoring employees as well as maintaining periodic performance reviews.
• Developing and driving improvement initiatives.
• Communicating effectively with internal and external customers.
• Reading and analyzing reports.
• Understanding and enforcing the contact center and other service operations policy and procedures.
• Maintaining confidentiality.

REQUIRED:

• Bachelor's degree or equivalent experience.
• Minimum of 10 years of professional experience
• Minimum of 3 years of experience in a call center leadership role simultaneously supporting multiple clients from the same call center, at least 1 year of experience managing call center supervisors.

DESIRED:

• Experience supporting FEMA or similar disaster relief programs
• Strongly prefer prior experience in managing contact center consolidation.
• Strongly prefer demonstrated knowledge in the areas of flood plain management, flood insurance, and mapping and/or ASFPM Certified Floodplain Manager (CFM) certification.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• Candidate must be able to function in general office environment.

ITC Federal is an equal opportunity/affirmative action employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.