Deputy Program Manager (Call Center Operations)

Deputy Program Manager

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 ICEs 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 online 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 ICEs 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.

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 :

Minimum Qualifications :

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.