Project Lead Jobs in Kansas City, MO

G & P Technology Services, LLC (GPTS)
Location: Kansas City, Missouri
Work Location: On-site
Employment Type: Full-Time
Schedule: Monday through Friday, Day Shift
Program: Federal Healthcare Telephone Operator Services
Position Status: Contingent Upon Contract Award

Position Summary

G & P Technology Services, LLC (GPTS) is seeking an experienced Call Center Manager / Project Manager to lead on-site operations for a 24-hour, 7-day-per-week healthcare telephone operator program in Kansas City, Missouri.

The Call Center Manager will have day-to-day responsibility for personnel, scheduling, training, quality, performance management, customer coordination, and continuity of operations. This individual will serve as GPTS's primary on-site management representative and will supervise a team of full-time and part-time telephone operators supporting a healthcare environment.

The position requires a hands-on manager who can maintain continuous staffing, manage multiple shifts, develop employees, monitor call-center performance, and respond effectively to staffing or operational issues in a mission-critical environment.

Key Responsibilities

• Manage daily operations of a 24/7/365 telephone operator and call-center operation.
• Supervise approximately 14 telephone operators, including full-time and part-time personnel.
• Develop and maintain staffing schedules covering day, evening, overnight, weekend, and holiday operations.
• Ensure all required shifts are continuously staffed and promptly address call-outs, absences, vacancies, and other staffing disruptions.
• Supervise employee attendance, timekeeping, scheduling, leave, conduct, and performance.
• Lead employee onboarding, initial training, on-the-job training, refresher training, and competency validation.
• Monitor call-center activity and employee performance to ensure established service and quality standards are maintained.
• Conduct call reviews, coaching, performance counseling, and corrective actions when necessary.
• Manage telephone operator procedures involving routine calls, emergency communications, paging, alarms, urgent notifications, and other healthcare communications.
• Ensure employees follow applicable privacy, information security, HIPAA, safety, and customer-service requirements.
• Coordinate staffing and operational response during emergencies, severe weather, facility disruptions, and other conditions requiring essential personnel.
• Maintain operational records, staffing documentation, training records, performance information, and quality-control documentation.
• Identify recurring performance issues and implement corrective and preventive actions.
• Coordinate with GPTS corporate leadership regarding recruiting, payroll, staffing, employee relations, and administrative requirements.
• Serve as the primary day-to-day point of contact between GPTS and designated Government representatives.
• Maintain availability outside normal working hours by telephone or other approved communication method for urgent operational matters.
• Provide direct telephone operator support when necessary because of unexpected shortages, absences, emergencies, or unusual workload conditions.
• Designate and develop an Alternate Project Manager capable of maintaining operations during the Manager's absence.

Minimum Qualifications

Candidates should possess:

• High school diploma or equivalent.
• Demonstrated experience managing or supervising a call center, contact center, telephone operator operation, or similar customer-service environment.
• Experience supervising employees across multiple shifts or supporting continuous operations.
• Strong workforce scheduling and staffing-management experience.
• Experience with employee training, coaching, performance management, and corrective action.
• Strong written and verbal communication skills.
• Ability to work effectively with customers, employees, senior management, and Government representatives.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong computer skills and experience with call-center, telephone, workforce-management, or customer relationship management systems.
• Ability to satisfy applicable Federal background, security, privacy, and facility-access requirements.

Preferred Qualifications

Preference will be given to candidates with:

• Experience managing a 24/7 call-center operation.
• Healthcare, hospital, medical call-center, patient-access, or healthcare communications experience.
• Experience supervising telephone operators handling emergency or time-sensitive communications.
• Familiarity with Cisco, Avaya, Genesys, or similar call-center/telecommunications platforms.
• Experience with call monitoring, queue management, quality assurance, workforce management, and performance reporting.
• Knowledge of HIPAA, protected health information, and healthcare privacy requirements.
• Experience working on Federal Government or Department of Veterans Affairs programs.

Ideal Candidate

The ideal candidate is an experienced call-center leader who understands that a 24/7 healthcare operation requires more than managing call volume. The Manager must be able to keep every shift staffed, develop a dependable workforce, maintain consistent service standards, handle unexpected staffing problems, and provide calm leadership when urgent or emergency communications occur.

Pay: $52,561.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person