State of New York Contact Tracing Virtual Call Center (VCC) Project Manager in Work From Home - at Public Consulting Group

Date Posted: 9/15/2020

Job Snapshot

Job Description


Staffing Solutions Organization (SSO) Inc., a subsidiary to Public Consulting Group, Inc. (PCG), has been hired by the New York Department of Health (NY DOH) to perform COVID-19 contact tracing in communities across New York State (not including New York City). The aim of this initiative is to contact all individuals who are believed to have come into contact with individuals diagnosed with COVID-19. Further the team is responsible for maintaining ongoing communication with these individuals. This includes referral to community resources as needed. This contact tracing initiative is in tandem with statewide-wide efforts to increase testing, improve communication and knowledge of effective strategies to reduce transmission, and implementation of isolation and quarantine. This will contribute to other efforts to control the pandemic in New York.


The Project Manager will be responsible for the successful outcomes of the VCC project including both human capital engagement with the team and maintenance of operational performance reporting as required by NY DOH. The Project Manager will lead a team of Regional Team Managers, Deputy Regional Team Managers, Contact Tracer Supervisors, the Contact Tracers themselves as well as a team of Community Support Specialists. Each Regional Team is collectively responsible for working with the LHD to contact people who have been identified as contacts by those diagnosed with COVID-19, maintaining communication and connecting contacts with various services (including social support structures, testing, clinical care, etc.).

The Project Manager will:

  • Manage Virtual Call Center operation and supervise Managers overseeing the Contact Tracing Team personnel; provide remote supervision and troubleshooting.
  • Manage all project deliverables and serve as the lead client contact for all issues as they arise within the operations unit.
  • Provide oversight on team operations and deliverable production.
  • Manage the Project Support Team inclusive of a Workforce Productivity Manager, a Human Resource Manager, a Recruiting Manager and a Payroll and Benefits Manager on all aspects of the operation.
  • Maintain adequate staffing to deliver consistent, timely and accurate service to customers per forecasted and observed call volume and successful call connections.
  • Prepare reports including hiring, terminations, and productivity demonstrating proficiency across several work streams related to these areas.
  • Escalate issues from the Regional Team Managers to appropriate oversight contacts.
  • Communicate process changes or new instructions to the team as appropriate.
  • Perform quality assurance and provide feedback to team as well as participate in quality improvement conversations with supervisors.
  • Liaise with partners and stakeholders at the NY DOH and local community.
  • Remain current on applicable payroll and tax requirements, project goals, and corporate policies and procedures.
  • Model positive behaviors, mentor staff and ensure consistent adherence to quality assurance measures.
  • Have excellent communication and time management skills.
  • Develop proficiency in operating platforms required to fulfill job responsibilities.

The Contact Tracing Operations will operate 7 days a week between the hours of 8am and 8pm. Evening and/or weekend work may be required.


Education/Experience Requirement

  • 5 years of related work experience in a related field required. Government operations and specifically Public Health experience preferred.
  • Undergraduate degree required. Masters degree and specifically Masters of Public Health preferred.


EEO Statement

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability.  VEVRAA Federal Contractor.

New York State is an Equal Opportunity Employer


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