Veterans Affairs Contact Center Program Manager – Amazon Store

KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the 2019 - 2025 Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020 - 2024 Best for Vets List by Military Times, in addition to winning the 2021, 2022, 2023, and 2024 Department of Labor “Hire Vets” Platinum Medallion Award.

Position is Contingent Upon Contract Award

Position Overview: This position supports the Department of Veterans Affairs (VA) Veterans Experience Office (VEO) Contact Center as the Program Manager. The Program Manager is responsible for overseeing the operational execution of a high-volume, multi-channel contact center that serves Veterans, their families, caregivers, and advocates. The Program Manager ensures that all aspects of service delivery meet or exceed performance standards, while fostering a culture of empathy, accountability, and continuous improvement. This role demands strategic oversight, operational agility, and a deep commitment to enhancing the customer experience for those who have served our nation.

Benefits:

• Medical, Dental, Vision (82% of employee’s premium paid by company, 25% towards dependents)
• HSA / FSA Medical Plans
• PTO
• Flexible Work Environment and Encourage Work/Life Balance
• 401K with Company Match
• Observes all federal holidays
• Professional Development/Tuition Reimbursement Program
• Annual Career Development Process

Job Type: Full-time/Exempt

Location: Remote. Proximity Requirement: Must be within 50 miles of a VA facility capable of providing on-site technology support (e.g., VBA Regional Centers or VA Medical Centers in the contiguous 48 states).

Internet Requirements: Hard-wired high-speed internet with 25 Mbps download and 5 Mbps upload speeds is mandatory. Verification is required during onboarding

Anticipated Start Date: February 2026

Position Responsibilities:

• Lead and manage all aspects of contact center operations, ensuring compliance with VA policies, procedures, and performance metrics.
• Supervise and support a team of supervisors, senior agents, administrative assistants, and call agents.
• Monitor telephony queues and adjust staffing schedules to meet key performance indicators (KPIs) such as abandonment rate, speed of answer, and service recovery.
• Conduct monthly evaluations of supervisors and ensure timely completion of performance reviews.
• Develop and maintain the Continuity of Operations Plan (COOP) and Contact Center Program Management Plan (CCPMP).
• Oversee onboarding and offboarding processes, including coordination of Government Furnished Equipment (GFE) and access credentials.
• Ensure all staff complete mandatory training and maintain compliance with VA Talent Management System (TMS) requirements.
• Serve as the primary point of contact for technical issues affecting staff performance and escalate concerns as needed.
• Provide monthly performance reports and corrective action plans for any unmet metrics.
• Lead service recovery efforts for escalated customer interactions and ensure resolution within defined timeframes.
• Participate in weekly meetings with quality assurance, workforce management, training, and operations teams.

Position Requirements:

• Bachelor’s degree (BA/BS) preferred.
• Experience: Minimum of 12 years of progressive call center management experience across industries such as healthcare, government, and customer service.
• Proven ability to lead large teams in a remote work environment.
• Strong understanding of CRM systems, telephony platforms, and workforce management tools.
• Exceptional communication, coaching, and conflict resolution skills.
• Demonstrated ability to manage complex operational challenges and drive performance improvements.

Preferred Skills/Experience:

• Previous experience providing support to the Department of Veterans Affairs

KSA Integration is an equal-opportunity employer.