Call Center Lead Agent

Overview

Planned Systems International (PSI) is an Enterprise IT services company who focuses on designing, building, securing, and operating cutting-edge software solutions that drive mission success and operational excellence for Federal Government organizations. We are currently seeking a Call Center Lead Agent with experience managing Federal Government IT projects to support a fast-paced call center program. The successful candidate will be responsible for leading and overseeing the effective application of processes in the execution and delivery of projects and programs within specific portfolios. 

This is a full-time position with non-traditional hours ranging from 8:00am-9:00pm ET (dependent on the shift assigned, but will only be 8 hours per shift). Schedule will mainly consist of Tuesday-Friday, but can include Saturdays. 

Essential Functions and Job Responsibilities

• Formulate plans and recommend effective strategies to the customer to meet cost, schedule, and deliverable objectives.
• Lead cross-functional teams in the delivery of high-risk, complex projects, directly affecting the PSI strategy to meet technology and business requirements on-time and within budget.
• Deliver quality project documentation (briefings, documents, plans, reports, etc.) to the government customer and corporate office in support of the overall project.
• Prepare and deliver regular, effective communications to ensure that project leaders, and senior leadership are adequately apprised of project statuses, successes, risks and issues.
• Define and manage a diverse project team, to include subcontractor partners.
• Define, delegate and manage project staff roles and responsibilities
• Ensure the project is properly staffed and retained
• Establish and assess the project cost and schedule.
• Prioritize new technology initiatives, projects, and tasks as needed.
• Identify risks and issues that will impact project performance and delegate the right resources to define, recommend and implement corrective courses of action.
• Coach and mentor assigned staff to continuously improve project performance.
• Assist with business development and proposal efforts as needed.
• Directs, manages, develops, coaches, counsels and mentors technical leads and all assigned personnel.

Minimum Requirements

• Bachelor’s degree in Project Management, Business Administration, Engineering, or a related field (Master’s degree preferred).
• Minimum of 3 years of project management experience, preferably with federal contracts.
• Strong understanding of federal contracting regulations and procedures.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage multiple projects simultaneously and deliver results.
• Proficiency in project management software and tools (e.g., MS Project, JIRA, etc.).
• Ability to work independently and collaboratively in a fast-paced environment.

Desired Qualifications

• PMP (Project Management Professional) or similar certification is highly desirable.

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing [email protected], or by dialing 703-575-8400.