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Program Manager

    • Job Tracking ID: 512305-610700
    • Job Location: Grants Pass, ORE
    • Job Level: Management
    • Level of Education: 2 year degree
    • Job Type: Full-Time/Regular
    • Date Updated: March 01, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: March 26, 2018
    • Salary:  to (Y) USD
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Job Description


The Program Manager is responsible for managing day-to-day Call Center Operations and is the primary point of contact for an FCR client. The Program Manager’s primary objective is balancing FCR needs and client needs, maximizing satisfaction for both FCR and the client.

Below is a list of job duties and responsibilities of a Program Manager. Duties and responsibilities can be adjusted as needed:

  • Reports directly to the Director of Call Center Services.
  • Maintains constant communication of floor needs, wants, concerns and plans to all stakeholders.
  • Works with the Director of Call Center Services to assure client needs and company needs are in balance.
  • Negotiates differences with client to assure satisfaction for both stakeholders.
  • Is on call and available during all hours to address client and operational needs - is the primary point of contact for all emergency situations.
  • Attends weekly meetings to discuss current trends, quality, upcoming events, project planning, and current project status.
  • Proactively communicates new ideas and wins to the client and to all levels within the organization.
  • Directs important client milestones/needs with the leadership team to assure timely compliance.
  • Consistently tracks project KPIs and identifies key drivers affecting the project - implements action items based on key drivers. Reports findings and action items to the client.
  • Tracks both internal and external quality scores - identifies quality trends and suggests action items to the Director of Call Center Services.
  • Creates and presents presentations on project status, planning, wins and challenges
    Is responsible for managing a team of leads/supervisors.
  • Holds weekly One-on-One meetings to discuss team performance and career goals.
  • Administers training and mentoring to ensure success in the supervisor role and development toward the next level of management.
  • Provides coaching and feedback on performance.
  • Evaluates all employee documentation to ensure consistency.
  • Reviews employee schedules and approves any time off requests.
  • Is responsible for hiring and terminations.
    Directs and manages new hire training.
  • Works with the Director of Call Center Services to consistently manage project profitability.
  • Organizes regular client visits to the call center.
  • Coordinates regular visits to the client’s location.


Experience and Skills


Below is a list of skills necessary to perform this job. All skills are required unless otherwise noted:

  • Skill at providing effective leadership to a large team.
  • Capable of training and mentoring individuals and/or a group.
  • Ability to interact at a high level with clients and internal leadership.
  • Aptitude to manage and provide feedback to all types of individuals.
  • Talent to adapt to an ever-changing environment.
  • Faculty to create training documents.
  • Robust verbal and written communication.
  • Solid organizational skills.
  • Strong analytical skills.
  • Ability to multi-task.
  • Proficient to follow direction without close supervision.
  • Flexibility with scheduling.
  • Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).


  • Associates Degree preferred or equavalent work experience.
  • 2-4 years previous call center work experience.

If your have the skills and experience please apply on our website at www.gofcr.com