Project Manager Response Center Operations in Washington, District of Columbia at GMG Management Consulting

GMG Management Consulting is seeking an experienced Program Manager to lead the operations of a federal Response Center supporting the Federal Government Program Manager will oversee a multi-channel customer support environment, ensuring timely, accurate, and high-quality responses to public and stakeholder inquiries related to federal programs, grants, and services.

Key Responsibilities Response Center OperationsLead day-to-day operations of a multi-channel response center (phone, email, web, and written inquiries)Ensure all inquiries are handled efficiently and within established service level standardsOversee call routing, queue management, and escalation protocols (Tier 1, Tier 2, Tier 3)Recruit, train, and supervise response center staffEnsure staff are cross-trained across multiple program areasManage schedules to ensure full coverage during operating hours (9 AM – 6 PM ET)Implement surge staffing strategies during high-demand periods (e.g., funding announcements)Performance Monitoring & ReportingMonitor key performance indicators (KPIs), including:Response timesCall wait timesResolution ratesCustomer satisfactionPrepare and deliver regular performance reports to the GovernmentImplement continuous improvement strategiesDevelop and maintain FAQs, scripts, and knowledge base materialsEnsure staff are informed of new program updates, funding opportunities, and policy changesCoordinate with Government stakeholders to ensure accuracy of information providedEnsure all customer interactions are accurately tracked in Government-provided systems (e.g., ServiceNow)Ensure data integrity, reporting accuracy, and system complianceServe as primary point of contact for Government leadershipCoordinate with program offices, help desks, and subject matter expertsEnsure proper escalation and resolution of complex inquiriesRequired QualificationsBachelor’s degree in Business Administration, Public Administration, Communications, or related fieldMinimum 7–10 years of experience in:Help desk / call center operationsCustomer support servicesFederal program supportMinimum 3–5 years of experience managing teamsExperience supporting federal government contractsPreferred QualificationsExperience supporting grants programs or federal funding initiativesKnowledge of 2 CFR 200 (Uniform Guidance)Experience with CRM systems (e.g., ServiceNow)Experience managing multi-channel communication platformsStrong background in process improvement and performance managementKey SkillsLeadership and team managementCustomer service excellenceStrong communication (written and verbal)Problem-solving and decision-makingAbility to manage high-volume workloadsData analysis and reportingOther RequirementsAbility to pass a federal background check U.S. Citizenship may be requiredGMG is an equal opportunity employer that takes action to employ, and advance in employment, individuals without regard to race, color, religion, sex, national origin, protected veteran status, disability, sexual orientation, or gender

The Employer retains the right to change or assign other duties to this position.