Program Manager, Call Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Coordinate and oversee the scheduling, pricing, and technical performance of company programs and operations.

• Ensure compliance with master plans and timelines.

• Develop solutions for program challenges and direct efforts across various departments.

• Guarantee that projects are finished on schedule and within budget constraints.

• Provide guidance to program teams regarding projects, tasks, and operations.

• Offer comprehensive contract oversight and strategic direction.

• Lead the implementation of contracts, operational startup, resource allocation, staffing, training coordination, readiness, process execution, and transition to production.

• Act as the main point of contact for clients, government officials, and key stakeholders.

• Supervise daily call center operations, including service quality, productivity, customer satisfaction, compliance, and service levels.

• Manage contract budgets, labor costs, resource utilization, and financial performance.

• Direct workforce planning, recruitment coordination, hiring priorities, personnel allocation, retention, and staffing oversight.

• Oversee recruitment, onboarding, training, security processing, certification standards, and personnel readiness.

• Manage relationships with subcontractors, including performance, risks, and compliance issues.

• Review and approve contract, operational, and management reports.

• Monitor KPIs such as service levels, response times, customer satisfaction, quality, productivity, staffing coverage, and efficiency.

• Lead functional teams including Operations, Quality Assurance, Training, Workforce Management, Reporting, and Recruiting.

• Establish program governance, performance evaluations, risk management, escalation protocols, and internal controls.

• Identify risks and devise mitigation strategies.

• Ensure adherence to contract, government, security, privacy, quality, and personnel authorization requirements.

• Lead initiatives for continuous improvement.

• Coordinate contract deliverables, management reports, performance reports, staffing updates, and necessary documentation.

• Conduct program performance evaluations with leadership, subcontractors, and client stakeholders.

• Oversee corrective action plans.

• Maintain accountability for contract performance and service delivery.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree or equivalent in a business, healthcare, or financial discipline.

• 15+ years of experience in supervising or managing inbound/outbound/virtual call centers.

• US Citizenship required.

• Highly proficient in Excel and other Microsoft Office products.

• Familiarity with CRM software is necessary.

• PMP certification is preferred.

• Excellent interpersonal skills.

• Strong verbal and written communication skills with excellent follow-through.

• Effective time management abilities.

• Ability to analyze and communicate data and implement strategies to enhance performance.

• Proven ability to maintain positive relationships and manage both in-office and remote teams.

• Capacity to resolve complex problems and issues.

• Strong analytical skills for interpreting and forecasting financial budgets.

• Ability to develop, recommend, and implement continuous process improvement plans.

• Demonstrated strong leadership capabilities.

• Excellent customer relations skills and experience.

• Background investigation required.

• Drug screening required.

• Skills assessment required.

• Broadband internet connection with a minimum of 25 Mbps download and 5 Mbps upload; no satellite connections permitted.

• Access to an Ethernet cable is mandatory; Wi-Fi-only connectivity is not allowed.

• A private and secure workspace within the home is required.

🏝️ Benefits

• Medical, Dental, Vision, and Life Insurance.

• Paid time off.

• Paid holidays.

• Eligibility for 401K.

• Additional ancillary benefits.

• Professional development and coaching programs available.

• Technical equipment, including a computer, monitor, and headset provided.

• Remote work arrangement offered.

• Broadband internet and Ethernet access requirements supported by provided equipment.