Business Analyst - Deputy Program Manager (DPM) at FLATTER INC

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

104000.0

Posted On

10 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Business Analysis, Program Management Support, Call Center Oversight, Contract Performance, Service Level Agreements (SLAs), Policy Compliance, Performance Metrics Analysis, Reporting, Process Improvement, Risk Management, Stakeholder Coordination, Quality Assurance, Data Analysis, Decision Support, Coordination

Industry

Business Consulting and Services

Description

Description Summary: The Business Analyst / Deputy Program Manager (DPM) provides operational leadership, business analysis support, and contract performance oversight for the USDA Rural Development (RD) Loan Servicing Call Center in San Antonio, Texas. This position supports the Program Manager in executing daily operations, ensuring compliance with contract requirements, service level agreements (SLAs), and USDA Rural Development loan servicing policies. The role also serves as the primary operational liaison among program leadership, government stakeholders, and operational teams to ensure effective program delivery. The position requires a combination of operational leadership, federal program management support, call center operational oversight, and data-driven business analysis to ensure mission success and continuous service improvement. Essential Functions: • Support the Program Manager in oversight and coordination of daily call center operations supporting USDA Rural Development loan servicing programs. • Assist with execution of program deliverables, operational objectives, and service level agreements (SLAs). • Coordinate operational activities across customer service representatives, team leads, and support staff to maintain effective service delivery. • Ensure alignment with USDA Rural Development policies, procedures, and servicing requirements • Serve as the program’s primary Business Analyst Labor Category (LCAT), providing operational analysis and decision support to program leadership • Monitor and analyze call center performance metrics, operational trends, and service delivery outcomes. • Develop and maintain dashboards, operational reports, and management briefings to support leadership decision-making. • Identify process improvement opportunities to enhance customer service performance and operational efficiency. • Support program governance activities including planning, resource coordination, risk management, and performance tracking. • Coordinate internal meetings, government briefings, and operational reviews with program leadership and stakeholders. • Ensure program compliance with contract requirements, reporting obligations, and quality standards. • Serve as an onsite operational point of contact in San Antonio and maintain coordination with the San Antonio Director for local operational alignment. • Support communication and coordination with USDA government representatives, Flatter corporate leadership, and program staff. • Facilitate collaboration across operations, quality assurance, and program management teams. • Assist with implementation of quality assurance processes and performance improvement initiatives. • Monitor call center quality metrics and customer service standards to ensure operational effectiveness. • Identify operational risks and support mitigation strategies to maintain service continuity. Requirements Required Education and Experience: • Bachelor’s Degree in Business Administration, Management, Public Administration, Finance, or related field required. • Minimum of 5 years of professional experience supporting federal programs, program management, or call center operations. • Experience supporting federal government contracts or programs. • Experience with business analysis, operational reporting, and performance metrics. • Strong organizational, coordination, and problem-solving skills. • Strong written and verbal communication abilities. • Ability to manage multiple priorities in a fast-paced operational environment. • Ability to work onsite in San Antonio, Texas. Additional Eligibility Qualifications • Experience supporting USDA programs or loan servicing environments. • Experience in call center or customer service operations. • Familiarity with federal program performance metrics and reporting. • Experience supporting Program Management Office (PMO) operations. • Knowledge of process improvement methodologies.

Responsibilities

This role supports the Program Manager by providing operational leadership, business analysis, and contract performance oversight for the USDA Rural Development Loan Servicing Call Center, ensuring compliance with SLAs and USDA policies. The Deputy Program Manager acts as the primary operational liaison, coordinating daily activities, monitoring performance metrics, and driving continuous service improvement through data-driven analysis.