Program Manager

2 hours ago

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Working Solutions

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Contact Center Solutions • Customer Sales and Service • Outsourced Call Center • Business Process Outsourcing • BPO Operations

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Description

• Are you a Leader? Driven for Success and Career Growth? We are looking for you! • Manage all aspects of the Contact Center and own the daily operations of assigned program(s). • Ensure that the program is productive by managing/driving performance and provide team leadership to contribute to the growth and success of Working Solutions. • Complete reporting and analyze call data to identify trends, isolate issues and find opportunities to increase efficiency. Utilizing strong data interpretation skills, provide results reporting to Working Solutions management and/or client as requested. • Complete research and/or training necessary to thoroughly understand the client’s business and program requirements. • Actively engage in training and quality calibrations to meet KPI’s and necessary metrics. • Partner with clients to provide insights gained from data, and recommend changes to enhance results. • Present and implement innovative solutions that support the customer’s overall business objectives. • Will assume responsibility for service consistency across the specific program for continuous improvement driving the change agenda from strategy to actions. • Maintain positive relationships and open communication with clients to ensure efficiency and foster success. • Be responsible for program profitability, billing, and target margins. • Ensure all client expectations, actions, targets and goals as outlined in the SOW are met/exceeded. • Provide workforce management as needed on each program. • Schedule agents in a manner that will meet all productivity and quality requirements of the client. • Manage scheduling conflicts and/or changes that occur throughout the project. • Manage and mentor assigned Program Analyst(s) and Assistant(s). • Prepare as capable back-ups and provide guidance and tools to assist in career progression. • Maintain performance feedback and prepare performance reviews for these employees. • Work with the Program Analyst to provide data/feedback/callouts and trends to the Development team. • Provide ongoing management of the program, monitoring quality of work and communicating with agents if problems arise. • Respond to agent questions as needed. • Provide encouragement for agents and recognize accomplishments when appropriate. • Review and monitor program call recordings weekly. Understand the voice of the agent and the needs and voice of the customer.

Requirements

• Must be a US citizen or permanent resident to be considered for full-time employment • Must work in one of the following states to be considered: Arizona, Arkansas, Florida, Indiana, Iowa, Michigan, Nebraska, North Carolina, Ohio, Tennessee, Texas or Wisconsin. • A minimum of five years Call Center management and Client/Project Management experience and thorough knowledge of Call Center processes and customer service/sales techniques. Bachelor’s Degree preferred. • Strong leadership, ability to comfortably work and communicate with clients and influence at all levels of the organization. • Demonstrate experience in strategic planning and analytics to create innovative solutions to business challenges with strong change management skills. • Strong analytical and project management skills with demonstrated ability to prioritize track and deliver results with detailed focus on accuracy. • High level of independent judgment, initiative, and sense of ownership; ability to identify needs, prioritize, multi-task, handle large project initiatives simultaneously, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment. • A proven ability to effectively leverage relationships to drive results. • Demonstrates personal excellence by showing personal determination and resilience and is optimistic in changing circumstances. • Communication — candidate must have a proven track record in both written and oral communications including writing high-level program documents, including policies and procedural documents. Candidate must be experienced in addressing client needs, driving change through strong communication. • Working knowledge of financial statement analysis, staffing models and scheduling. • Leadership — candidate must have the ability to drive change through influencing skills and the ability to gain cooperation based on mutual goals and business objectives. • Superior analytical and problem-solving skills; excellent computer skills with a strong working knowledge of MS Excel and PowerPoint. Experience in reporting and data analysis. • Ability to use a keyboard and sit at a computer for a large portion of the work period. • Ability to work variable hours, which may include evenings and weekends, and travel up to 30%.

Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Short Term & Long Term Disability • Work From Home