Program Manager for Call Center

Program Manager – Call Center Operations

Location: Boyers, Pennsylvania – Onsite

Summary
Colorado Network Staffing, Inc. (CNS) is seeking a proactive and experienced Program Manager to lead daily operations of a federal call center supporting retirement services in Boyers, PA. This position manages all aspects of call center program delivery, including staffing, scheduling, quality oversight, performance management, and coordination with corporate leadership. The Program Manager ensures compliance with contractual requirements, promotes exceptional customer service, and supports a high-performing team of Customer Service Representatives (Levels 1–3).

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will perform the following key responsibilities:

• Supervise daily operations of the call center, including oversight of scheduling, attendance, workload distribution, and resource allocation for all CSRs.

• Serve as the primary point of contact between the on-site call center team and CNS corporate leadership.

• Ensure compliance with contract deliverables, service level agreements (SLAs), and federal performance standards.

• Manage employee scheduling, time-off requests, shift coverage, and ensure appropriate staffing levels during peak periods.

• Address day-to-day issues such as call escalations, system outages, employee concerns, and internal communications.

• Monitor performance metrics, such as average handle time, call quality, adherence, and customer satisfaction; develop reports and briefings for corporate and government stakeholders.

• Provide support, coaching, and professional development for team leads and senior CSRs; participate in training program implementation.

• Collaborate with IT, HR, and other internal departments to ensure operational continuity and compliance.

• Identify and escalate systemic or recurring issues to CNS corporate leadership with recommendations for resolution.

• Support the onboarding of new employees and coordinate required training, system access, and workspace setup.

• Ensure call center operations align with data security policies, including the proper handling of Personally Identifiable Information (PII).

• Conduct or assist in audits, evaluations, and reporting as required by corporate or contract management.

• Perform other duties as assigned by CNS.

Required Education and Experience

• Bachelor’s degree in Business, Management, Communications, or a related field (or equivalent combination of education and experience).

• Minimum of five (5) years of experience in a call center or customer service environment, with at least two (2) years in a supervisory or managerial role.

• Proven experience with scheduling, workforce management, and performance tracking in a high-volume call center.

• Strong leadership, conflict resolution, and interpersonal communication skills.

• Proficiency in Microsoft Office Suite, CRM systems, workforce management tools, and call center software.

Licenses, Registrations, and Certifications

• Must be able to pass a federal background check.

• U.S. work authorization required.

Work Environment

This position operates in a professional call center setting and requires on-site presence in Boyers, PA. The Program Manager interacts daily with staff, government personnel, and CNS corporate representatives.

Physical Demands

While performing the duties of this job, the employee is regularly required to:

• Sit or stand for extended periods

• Use computers, telephones, and office equipment

• Communicate clearly both verbally and in writing

• Occasionally lift or move materials up to 25 pounds

Position Type and Expected Hours of Work

• This is a full-time, on-site position in Boyers, PA.

• Standard hours: Monday – Friday, 7:30 AM – 5:30 PM ET (some flexibility required based on call volume or staffing needs).

• Assignment Length: Ongoing

Compensation

• Pay Rate: $21 + $4.93/hour Health & Welfare benefit (dependent on experience and qualifications)

Work Authorization/Security Clearance

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

AAP/EEO Statement

CNS is an Equal Opportunity Employer and values diversity at all levels. We are committed to creating an inclusive environment where all employees are respected, supported, and given opportunities to thrive.

Other Duties

Please note this job description is not intended to cover or contain a complete list of all responsibilities, duties, or activities required of the employee. Responsibilities may be adjusted to meet evolving program needs.