Responsibilities:
- The Contact Center Solutions Division Chief shall be responsible for leading and providing strategic direction including, program planning, organizing, directing, coordinating, controlling, reviewing, evaluating and improving administrative and supporting operations of the division.
- The incumbent manages and administers a variety of contact center programs including Veteran-focused contact management activities on a broad array of service lines. The Division Chief serves as the alter-ego to the MCT Deputy Director and the MCT SES Executive Director and fully shares the direction of all phases of the organization’s program and work.
- The Division Chief is responsible for the development of the enterprise contact center strategies and innovation initiatives to support the goal of providing general and Veteran-specific information on VA programs across the administrations. The Division Chief develops performance and program goals and plans, including identifying new program lines and facilitating the evolution of the service delivery model. He/she directs an on-going process assessment activity to identify other improvements in strategic planning to improve learning and development, performance, efficiency and Veteran services.
- The incumbent establishes local policies and guidelines to manage/improve performance and employs management information system to provide information for decision making in such areas as: Veteran service, workforce planning, organization improvements, changes in delegations of authority, position management and coordination among the division’s programs and services.
