North South Consulting Group

Call Center Program/Project Manager

Bethesda, MD
Full Time
CIT SDS
Senior Manager/Supervisor

Lead a mission-critical, 24/7/365 call center operation supporting the National Institutes of Health (NIH) research community. As the primary interface between government leadership and operations, the Project Manager ensures seamless service delivery, operational excellence, and continuous improvement across all technical areas—call center support, management, and transition services.

Key Responsibilities

  • Serve as the primary liaison between the Contracting Officer’s Representative (COR) and the contractor team

  • Provide strategic leadership and oversight for a high-volume, mission-essential call center

  • Ensure delivery of all contract requirements, including performance metrics, reporting, and staffing

  • Oversee development and execution of:

    • Management Plan

    • Quality Control Plan

    • Transition Plan

  • Monitor service levels, staffing models, and operational performance

  • Deliver monthly status reports, financial summaries, and final contract reports

  • Lead continuous improvement initiatives based on quality assurance and call monitoring data

  • Ensure compliance with federal regulations, security policies, and NIH standards

Required Qualifications

  • U.S. Citizenship (required)

  • Proven experience managing large-scale call center or service desk operations

  • Strong leadership, communication, and stakeholder management skills

  • Experience with federal contracts, FAR regulations, or similar environments

  • Ability to manage 24/7 operations and essential personnel

  • Expertise in performance reporting, workforce management, and quality assurance

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