Deputy Program Manager – Call Center Operations

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October 24

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GaP Solutions

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SaaS • Retail • Hardware

GaP Solutions is an Australian provider of integrated retail technology and equipment. The company develops and delivers cloud-native EM Cloud™ back-office and EM POS™ point-of-sale software alongside POS hardware (printers, servers, terminals), weighing and labelling systems, and commercial food and bakery equipment. GaP Solutions specialises in retail-focused solutions for grocery, bakery, butchery, liquor, fuel/forecourt and convenience retailers, offering machine-learning-enhanced inventory and date-check management, self-checkout, integration/APIs, installation, certification and 24/7 support. They sell and support these products directly to retail businesses (B2B) and emphasise in-house development and service.

51 - 200 employees

Founded 1992

☁️ SaaS

🛒 Retail

🔧 Hardware

📋 Description

• 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.

🎯 Requirements

• 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. • 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.

🏖️ Benefits

• None mentioned