Deputy Program Manager (Call Center Operations)

BACKGROUND

The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.

SCOPE

The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.

Position Objective : The Deputy Program Manager (DPM) will support the Program Manager in the overall execution and oversight of the HSI Tip Line Call Center contract. The DPM serves as the alternate point of contact with the Government and is responsible for ensuring continuity of operations, assisting with contract compliance, and overseeing day-to-day call center performance.

Duties and Responsibilities :

Serve as the alternate point of contact for the CO and COR when the Program Manager is unavailable.

Support management of staffing, scheduling, and performance monitoring of contract personnel.

Assist in implementing and maintaining the Quality Control Plan (QCP) and performance metrics.

Monitor daily operations to ensure adequate coverage across all shifts.

Assist with the preparation and submission of required contract deliverables, including progress reports, staffing updates, and incident reporting.

Provide direct supervision and mentoring to Sr. and Jr. Customer Service Representatives as needed.

Coordinate with government leads on training, compliance, and operational issues.

Participate in meetings, briefings, and audits, providing updates on contract performance.

Ensure that employees comply with DHS / ICE policies, procedures, and security requirements.

Support transition planning, onboarding, and training for new hires.

Qualifications

Basic Qualifications :

Bachelor's degree in business, Management, or related field (minimum).

Minimum of 5 years of experience in program or project support, including 3+ years in contact center, law enforcement intake, or operations support environments

Demonstrated ability to :

Supervise and mentor staff in a high-volume environment.

Manage schedules, staffing plans, and performance tracking.

Interpret and enforce federal policies, procedures, and contract requirements

Deliver timely, accurate reports and briefings.

Proficiency with Microsoft Office Suite, CRM / ticketing systems, and telephony systems.

U.S. Citizenship Required.

Minimum Qualifications :

Prior DHS / ICE or federal program management support experience.

Project Management Professional (PMP) or CAPM certification.

Strong organizational and time management skills.

Experience supporting 24 / 7 operations with multiple shifts.

Effective communication and problem-solving skills.

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GAP Solutions provides reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at recruiting@gapsi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.

This position is contingent upon contract award.

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