The Program Manager will oversee and optimize multiple projects and initiatives within the call center operations. This role requires strategic planning, execution, and monitoring of programs aimed at improving service delivery, enhancing customer satisfaction, and driving operational efficiency.

Responsibilities: 

• Overseeing the day to day functions of the Program  
   

• Managing risks and issues and taking corrective measurements  
   

• Planning the overall program and monitoring the progress 
    

• Managing and utilizing resources   
   

• Managing stakeholders’ communication;  
   

• Setting up tools and standards for managing the program; 
   

• Planning, tracking, and reporting on outputs and outcomes;  
   

• Information and logistics management;  
   

• Financial planning and tracking ;  
   

• Risk and Issue tracking  
   

• Analyzing key performance indicators and environmental factors to determine the best ways to drive performance across all areas.  
   

• Designing policies that ensure an efficient management of performance in an organization and to define and act upon the core values.  
   

• Clearly defining the work expectations and communicating to everyone to ensure success in achieving business goals and facilitating an overall performance improvement.  
   

• Keeping the employees informed about their progress towards the achievement of goals and suggesting corrective actions for non-achievement of performance.  
   

• Establishing a shared belief amongst the employees regarding the importance of continuous improvement in performance.  
   

• You will have dual reporting accountability to the Senior Manager, Performance Coach Manager and Senior Vice President of Contact Centers.  

Requirements:

• Associates degree in business, communications, or a related field (or equivalent experience)
• Management or leadership experience strongly preferred.
• Exceptional skills in leadership, time management, facilitation, and organization Experience with program manager tools and software
• Methodical approach to task management and an ability to communicate task requirements clearly at all levels
• Disciplined approach to programme management
• Ability to manage and prioritise multiple demands
• Strong task and project leadership skills, identifying what is important

What We Offer:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A dynamic and collaborative work environment