Project Manager FEMA University presso Systems Integration, Inc.

Systems Integration, Inc. (SII) is a leading provider of Turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. SII is searching for Project Manager to support a Government Program Management office located in Emmitsburg, MD. Join our team to discover a professional and rewarding career in an exciting, fast-paced, and growing government-contracting industry! 

Responsibilities:

• Serve as the primary Point of Contact (POC) for the client contract.
• Lead and supervise a team of 7 that includes a Deputy Project Manager and 6 Customer Service Representatives.
• Evaluate and test technologies supporting the Independent Study program; recommend enhancements to support the National Disaster & Emergency Management University (NDEMU).
• Ensure Customer Service Representatives (CSRs) deliver effective support in an educational/training environment.
• Produce monthly reports with statistical data on email, postal mailing, fax, phone, and applications volumes.
• Develop and maintain Standard Operating Procedures (SOPS) and workflow processes
• Provides coaching on account reconciliation and escalate program/policy issues to appropriate government or IT resources.
• Ensure timely delivery of correspondence via appropriate channels.
• Guarantee all calls are answered during core operational hours per guidelines.
• Oversee the accurate and timely distribution of official transcripts.

Qualifications:

• 5 years of Project Management experience with a proven record, track record of leading teams and managing projects.
• Ability to motivate teams, resolve conflicts and manage stakeholder expectations.
• Strong analytical, critical thinking skills.
• Strong decision-making capabilities.
• Excellent verbal and written communication skills.
• Experience with Microsoft Outlook & Excel
• Knowledge of records management laws and regulations including the National Archives and Records Administration (NARA) Records.
• Public Trust Clearance
• Bachelor's Degree Preferred
• FEMA Experience Preferred