Program Manager (Telecommute)

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Requirements:

• Must be a US citizen or permanent resident.
• Minimum of five years in call center management and project management.
• Thorough knowledge of call center processes and customer service techniques.
• Bachelor’s degree preferred.
• Strong leadership and communication skills.
• Experience in strategic planning, analytics, and change management.
• High level of independent judgment and initiative.
• Strong analytical, project management, and computer skills, especially in MS Excel and PowerPoint.

Responsibilities:

• Manage all aspects of the Contact Center and daily operations of assigned program(s).
• Analyze call data to identify trends and increase efficiency.
• Engage in training and quality calibrations to meet KPIs.
• Partner with clients to provide insights and implement solutions.
• Ensure all client expectations are met/exceeded.
• Manage scheduling conflicts and provide workforce management.
• Mentor staff and provide performance feedback.
• Monitor program quality and respond to agent queries.