Program Manager (Call Center Operations)

Job Opportunity : Program Manager For HSI Tip Line Call Center

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 operates 24 hours a day, 7 days a week, 365 days a year, serving ICE's internal and external law enforcement customers and the public at large. 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.

The HSITL has a requirement for a Program Manager to augment current federal staff. The Program Manager will serve as the primary point of contact with the Government for all contractual, technical, staffing, and performance issues related to the HSI Tip Line Call Center contract. The Program Manager will oversee staffing, training, performance monitoring, reporting, and communication with DHS / ICE leadership.

Duties and responsibilities include :

• Serving as the single point of contact for the Contracting Officer and Contracting Officer's Representative.
• Providing management, direction, and oversight of the contract.
• Ensuring compliance with DHS / ICE policies, procedures, and security requirements.
• Managing contract deliverables including staffing plans, progress reports, training plans, and meeting participation.
• Leading post-award, progress, and status meetings with the Contracting Officer's Representative and other government stakeholders.
• Developing, implementing, and monitoring Quality Control Plans and performance metrics.
• Coordinating with ICE on system access, training, and safeguarding sensitive information.
• Supervising subordinate managers, ensuring continuity of support.
• Providing issue resolution and escalation support to ensure uninterrupted operations.
• Preparing and submitting all required contract reports.

Qualifications :

Basic Qualifications :

Minimum Qualifications :

Reasonable accommodation 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. 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.