Program Manager

The Program Manager will provide overall support and direction for a Contact Center contracted labor force including planning, organizing, directing, coordinating, and controlling the activities of the program in support of Government goals to obtain optimum efficiency and economy of operations. The Program Manager leads project planning, scheduling, monitoring, and reporting activities to achieve requirements. The position will ensure all contract obligations are met on schedule and perform all contract functions in accordance with the approved Program Management Plan, while working with multiple Government managers.

Skills and Abilities

• Ability to obtain a Secret Clearance
• Experience leading large, critical customer service operations
• Able to self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals
• Effectively communicates (both orally and written) expectations and resources required to achieve program goals and execution, engages the contracting office and representatives as needed
• Skilled in managing to metrics
• Capable of managing complex issues and proving effective solutions
• Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.
• Proficient with Microsoft Office Programs

Education

• Bachelor's degree

Experience

• Minimum of ten (10) years of leadership and management experience in large (500+ CSRs) commercial contact centers

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website. https://www.applicantpro.com/j/1626523-50197