Deputy Project Director

ICF is seeking a Deputy Project Director, with a minimum of 8 years' demonstrated experience in leading contact centers to join our growing team! This role will support a refugee call center with the mission to support unaccompanied children and their sponsors. You will work with the client team, as well as ICF team members and subcontractors, in a collaborative, fast-pace and growing organization.
The Deputy Project Director will support the Project Director and be the responsible for managing the contact center operations. You will also provide contact center expertise including call center operations, quality control, training, and enabling our team to provide customer-centric services.
Basic Qualifications:
- Bachelor's degree in social work or business
- Eight (8) years demonstrated contact center leadership experience
- Experience implementing best practices, driving continuous improvement, and increasing customer satisfaction
- US Citizenship
Preferred Qualifications:
- PMP certification
- Experience supporting child welfare or other social service programs
Additional responsibilities include, but are not limited to:
- Oversee staffing, management, and reporting
- Drive continuous improvement
- Provide contact center expertise feedback related to work
- Support compliance with contract, client requirements and collaboration, timely performance of tasks and deliverables, and training needs
- Reviews operations, and management reports
- Directly supervises the contact center management team
- Builds a team culture driven by the understanding of the team's purpose, a desire to help the customer and opportunities for ongoing learning and development
Additional Skills:
- Excellent organizational, written, interpersonal and verbal communication skills
- Ability to execute many complex tasks simultaneously
- Self-motivated with the ability to prioritize and make independent decisions
- Proficient in contact center metrics and how they drive performance
- Excellent problem-solving skills
- Proven team-building skills
- Strong MS Office skills
- Must have a focus on details and driving results
- Must demonstrate and maintain an extremely high regard for sensitive information
Working at ICF
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.
We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\KnowYourRights\screen\reader\10\20.pdf) and Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\ English_formattedESQA508c.pdf) .
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is :
$91,384.00 - $155,352.00
Texas Remote Office (TX99)
Need help? We're here:ICFCareerCenter@icf.com
About ICF
ICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com (https://c212.net/c/link/?t=0&l=en&o=3731098-1&h=2556622195&u=https://www.icf.com/&a=icf.com) .