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Program Manager Roseburg

    • Job Tracking ID: 512305-432709
    • Job Location: Roseburg, ORE
    • Job Level: Management
    • Job Type: Full-Time/Regular
    • Date Updated: February 15, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: August 29, 2016
    • Salary:  to (0) USD
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Job Description

The Program Manager is an exempt position reporting to the Site Director. This leadership position will be responsible for the day to day operations of the call center operations group. The responsibilities would include overseeing the Team Managers; keeping them accountable for their effectiveness with each team and account, coaching on performance improvement goals and ensuring team success. Providing Site Director with performance metrics, client feedback and P&L reports.

 
Responsibilities:
  • Support Team Supervisors to establish and exceed all client program and company expectations which would include; schedule adherence, quality of service, billable utilization and other pertinent account performance metrics.
  • Ensure Key Performance Indicators (KPI's) including Representative Resolve (RR %) are achieved. May directly communicate with clients.
  • Directly supervises Team Supervisors. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Recruit, develop and retain a team of direct reports to ensure they are proficient in their job skills and provide constant follow-up coaching to our Customer Service Representatives (CSR's).
  • Manage information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained.
  • Analyze staffing levels of CSR's to meet the fluctuations in call demands and campaigns. Roll out schedule changes and new hire classes as needed.

Experience and Skills

Location

  • Bachelor’s Degree preferred or equivalent combination of education and work experience
  • Minimum of 3 years leadership experience, preferably in a call center environment.
  • Ability to lead employees and inspire others into action.
  • Excellent communication, problem solving, and decision-making abilities.
  • Ability to manage time, to balance multiple priorities, coach and develop teams, and set and accomplish goals.
  • Intermediate understanding of PC hardware and software, operating systems, and Microsoft Office.
  • Advanced/Intermediate understanding of Internet technologies and supported operating systems.
  • Excellent interpersonal, written and verbal communication skills.
  • Speak effectively before groups of customers or employees of organization.
  • Strong project skills.
  • Proficiency in Microsoft Word and Excel.