Call Center Program Manager

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KSA Integration

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Management Consulting • Leadership Development • Training and Education • Strategic Solutions • Business Integration

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Description

We are seeking a highly motivated and experienced Program Manager to join our team. The ideal candidate will have a strong background in managing call centers and customer service centers, with a focus on ensuring compliance with established business rules and achieving key performance metrics. The Program Manager will be responsible for overseeing the Customer Service Representatives (CSRs) and Supervisors, ensuring that they are meeting performance goals and providing excellent customer service.

Requirements

BA/BS degree required Minimum of 12 years of progressive management experience with Call Centers and Customer Service centers in supervisory roles. Experience in call center supervision/management in healthcare or government service. Strong leadership and coaching skills Excellent communication and interpersonal skills Ability to work in a fast-paced environment and manage multiple priorities Proficiency in Microsoft Office Suite and WFM systems Experience with service recovery processes is a plus Must pass a NACI Tier 1 background investigation

Benefits

Medical, Dental, Vision (82% of employee’s premium paid by company, 25% towards dependents) HSA / FSA Medical Plans PTO Flexible Work Environment and Encourage Work/Life Balance 401K with Company Match Observes all federal holidays Professional Development/Tuition Reimbursement Program Annual Career Development Process