Working Solutions

Program Manager

Working Solutions

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona, Florida, Iowa, Missouri, New York, North Carolina, Ohio, Tennessee, Texas, Wisconsin • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • 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.
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Call Center managementClient/Project ManagementData analysisFinancial statement analysisStaffing modelsSchedulingStrategic planningChange managementPerformance reportingQuality monitoring
Soft skills
LeadershipCommunicationAnalytical skillsProblem-solvingRelationship managementInitiativeResilienceAdaptabilityMulti-taskingInfluencing skills