Case Management Call Center Manager –

Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world. Amentum has a workforce of approximately 57,000 people in over 70 countries on all seven continents and is headquartered in Germantown, MD.

If you are an experienced Call Center Manager seeking a way to positively impact U.S. National Security, Amentum is looking for you to join our existing contract with the Transportation Security Administration (TSA)! We have a full-time position supporting TSA’s Springfield, VA facility for an experienced Call Center Manager to lead a Team of Case Management Analysts to help members of the public enrolling in TSA programs and those with questions about their interaction with TSA’s vetting programs to ensure the Security of the nation’s transportation systems.

The successful candidate will bring at least five years’ experience managing call center teams and be able to monitor performance of remote workers. The team’s work focuses on identifying, researching, and resolving questions/issues from applicants to TSA security programs including but not limited to the TSA PreCheck, and the Transportation Worker Identification Credential (TWIC) programs.

Essential duties and responsibilities for the position include, but are not limited to:

Job Responsibilities:

• Manage a team of call center/case management analysts performing and conducting queue management on cases and completing case management actions in a Tier-based issue escalation environment.
• Ensure execution by team of queue transactions in accordance with required Service Levels. in customer service focused environments following customer approved procedures for Tier based issue escalation.
• Compile metrics on program performance measures and analyze program data for process improvement, for reporting, and to respond to external inquiries.
• Support project activities including, data gathering and analysis, logistical, planning, and documentation support.
• Monitor provision of customer support provided by team members to program applicants.
• Work efficiently from home while monitoring performance of a remote workforce.
• Use Microsoft Office suite to perform job duties.

This work will be performed by Amentum’s Information Analytics Group, which provides analytic, consulting, and staffing support to U.S. Government national security agencies, including the Departments of Homeland Security and Defense, and similar Government clients. We provide a range of homeland security and law enforcement intelligence support, risk analysis and modeling, and program management services to Federal, state, and local agencies.

Qualifications

• Bachelor’s degree (BA or BS)
• 5+ years’ experience total experience in:
  • Managing teams of call center/case management analysts in customer service focused environments.
  • Ability to properly manage staffing and resources (team) and addressing case work requirements within their scope(s) of their responsibilities.
  • Supporting project activities including, data gathering and analysis, logistical, planning, and documentation support.
  • Performing queue management support including processing cases, emails, phone calls and develop associated queue reports.
  • Collecting, analyze and reference performance measures, develop associated reports and respond to external inquiries
• Reliable, strong internet and Wi-Fi connectivity in a home office environment is a must.
• Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat.
• Experience supporting TSA vetting and/or enrollment programs or similar programs at another Federal Agency is desired but not required.

Work Environment:

This position is a hybrid position (office/home).

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools, or controls; use fingers and hands to type or write; reach with hands and arms; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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