SAIC
TX
Description SAIC is seeking a Senior Customer Manager to oversee customer service and examination scheduling function across assigned teams or regions. In this role you will manage operational accountability for timely performance against all applicable service, contact-center, case-processing, and scheduling metrics; leads supervisors, workforce and capacity planning, escalations, and sustained improvement of systems, tools, and workflows. This position is remote and can be worked anywhere within the United States. It is likely that this role will transition to a hybrid remote position and will require on-site work in the future. Some travel will be required. Key Responsibilities Direct supervisors and the organization responsible for inbound Veteran/Service Member calls, outbound outreach, appointment scheduling and rescheduling, follow-up contacts, and provider-location scheduling coordination. Establish staffing models, workforce coverage, queue ownership, scheduling...