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Case Management Call Center Manager –

Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world. Amentum has a workforce of approximately 50,000 people in over 70 countries on all seven continents and is headquartered in Germantown, MD

Amentum has an opportunity for a Case Management Call Center Manager to join our team supporting our DHS program in Colorado Springs, CO

The team lead shall be the primary point of contact for the Government and shall be responsible for the delivery, operations, and maintenance of the work performed on this task order. The team lead must be available to coordinate with Government representatives on a daily basis if required and available to manage urgent fixes. The team lead must be able to communicate clearly with the government team and its technical representatives.

Essential duties and responsibilities for the position include, but are not limited to:

Job Responsibilities:

• Experience developing and capturing metrics such as but not limited to: Call/Ticket types, complexity of the issues, accuracy rates, and time to resolution.
• Experience managing a call center and ability to manage fluctuating call/ticket volumes
• Ability to come into the office in Colorado Springs at least once or twice weekly

Qualifications

• Bachelors Degree

• 5 years of case management experience

• The team lead’s experience must demonstrate that he or she can understand all aspects of the work, with the ability to lead the team to deliver successfully
• Strong background in and understanding of Case Management and Customer Service (Call Center / Contact Center) operations
• Ability to properly manage staffing and resources(team) and addressing case work requirements within their scope(s) of their responsibilities

Work Environment:

This position is performed in a traditional office environment.

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; use fingers and hands to type or write; reach with hands and arms; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Compensation & Benefits:

HIRING SALARY RANGE: $70,000.00 - $90,000.00 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant internal equity, and alignment with market data.)

This position includes a competitive benefits package. For more detailed information on our Benefits and what it is like to work for Amentum: please visit our careers site: www.amentumcareers.com

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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