Program Manager

Summary

Join Working Solutions as a Contact Center Manager! Manage all aspects of the contact center, driving daily operations and team performance. Analyze call data, identify trends, and implement innovative solutions to enhance client results. Partner with clients, ensuring program profitability and exceeding expectations. Mentor program analysts, manage agent schedules, and maintain positive client relationships. This role requires strong leadership, analytical, and communication skills, along with extensive call center management experience. Must be a US citizen or permanent resident and work in one of the specified states.

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
• 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%

Responsibilities

• 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
• 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

Preferred Qualifications

• Bachelor’s Degree
• 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

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