Job Title: HRBCC Program Manager

Location: East Machais, ME

Job Summary:

Occam Solutions has an immediate opening for a client-facing Program Manager of HR Benefits Call Center devoted to benefits description servicing population of 180,000 Dept of Navy civil servants. The qualified candidate will be responsible for the management of all employees and the facility; metrics maintenance of calls, including time on hold, error rates, dropped calls.

• Employee environment: mix of contract prime (Occam Solutions) and subcontractor personnel, totaling around 30 people
• Call Center location: East Machais, ME (geographically separated from client and Occam Solutions corporate headquarters)

Contact Center Manager: Must have five (5) years or more general supervisory experience in contact or call center operations. Experience in query-based systems is preferred. Must have experience in: directing work, monitoring workflow, evaluating performance, writing reports, analyzing data, identifying problems, and providing customer feedback. Must have demonstrated customer service interface expertise and ability to prioritize assignments among equally time sensitive work projects. Must have skill in following written directives, and interagency work protocols. Must have ability to identify system generated problems and employee generated errors, providing a clear description of the issue and an easy-to-follow suggested resolution. Must have conflict resolution techniques sufficient to interact in occasional highly charged emotional situations because of delicate or highly contested case matters and determinations.

To apply please contact our recruiters at 703.750.2338 or email jobs@occamsolutions.com.

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