Description
Manhattan Strategy Group (MSG), a leading management consulting firm, is seeking a dynamic and experienced Program Manager to support the Bureau of Labor Statistics (BLS). This role offers an exciting opportunity to lead high-impact initiatives in a fast-paced, mission-driven environment. As a key member of our team, the Program Manager will oversee the successful execution of complex projects, ensuring alignment with client goals and federal standards.
MSG specializes in delivering innovative solutions in program management, training and technical assistance, research and evaluation, marketing and communications, and IT and digital services to a range of federal clients, including the Departments of Education, Labor, and Health and Human Services. Join MSG and be part of a collaborative, growth-oriented firm that values excellence and impact.
Location: Kansas, MO
Job Duties and Responsibilities:
- Leads team of data collectors in call center to ensure accurate and efficient large-scale collection of sensitive data.
- Serves as corporate representative who can make commitments on behalf of the contracting company in all administrative and technical matters related to the performance of tasks.
- Supervises and directs of all contract personnel assigned to the contract.
- Manages subcontracting agreements, security enforcement, and task reporting and coordination.
- Works with the COR and program staff to ensure proper execution of the contract to meet client needs and is the primary liaison between the contractor personnel and the COR.
- Discusses technical, financial, and administrative issues with the COR, CO, and government leaders.
- Ensures that all contract security and confidentiality.
- Supervises contract employees, as appropriate in assigned task areas.
- Enforces company and department policies and procedures.
- Monitors all lunch and break records.
- Coaches, counsels, sets expectations, and provides feedback for all staff.
- Provides staff engagement, development, and training.
- Completes monitoring to assure accuracy and quality.
- Monitors staff efficiency standards daily.
- Assists staff with job duties when needed.
- Handles escalated citizen situations which include telephone calls, correspondence, and webmail.
- Assigns duties and examines work for quality and accuracy.
- Maintains communication with all clients via verbal and email when necessary.
- Attends calibrations sessions with client(s).
- Prepares and presents regular performance reports to management.
- Assists in the training and onboarding of new hires, ensuring they understand company policies, systems, tools, and best practices.
- Leads, coaches, and develops a team of Call Center Data Collectors to meet and exceed performance goals.
- Conducts regular performance evaluations and provides constructive feedback.
- Fosters a positive and collaborative team environment.
- Serves as the escalation point for complex customer issues, ensuring timely and effective resolution.
- Identifies inefficiencies in workflows and recommend solutions to optimize operations.
- Follows up on requests with clients.
- Completes daily, weekly, and monthly project reports and metrics.
- Keeps record of all project work completed.
Qualifications:
- Bachelor's degree.
- Five years of experience in the administration and management of large contracts comprised of multiple and concurrent tasks. Management includes planning, budgeting, and staffing for each task.
- Three years of experience in corporate on-site decision-making authority.
- Two years of experience developing performance metrics which provide detailed analyses of staffing, requirements matching, and hiring.
- Experience in large-scale data collection contracts a required.
- Proficient in using phone systems and CATI software.
- Strong coaching, communication, and team development skills
- Data-driven mindset with comfort using performance tools.
- Ability to identify trends, solve problems, and continuously improve workflows.
Manhattan Strategy Group (MSG) is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law. Our hiring decisions are based solely on merit and qualifications, ensuring a fair and competitive selection process.
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Manhattan Strategy Group
May 29, 2025