Program Manager, Call Center

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

📋 Description

• Provide comprehensive leadership and management for the contract and all program operations.

• Supervise and offer guidance to all Key Personnel and functional managers.

• Strategically plan, organize, coordinate, and oversee all program activities to ensure effective contract execution.

• Act as the primary point of contact between the client, subcontractors, and internal leadership.

• Manage staffing, financial resources, budgets, and operational priorities effectively.

• Monitor contract performance, analyze operational metrics, and prepare executive reports.

• Oversee project schedules, deliverables, risk management, and resolve issues as needed.

• Lead program communications while providing regular status updates to stakeholders.

• Manage change initiatives, including operational and technology-related improvements.

• Direct the creation and maintenance of Standard Operating Procedures (SOPs), work instructions, and operational documentation.

• Investigate emerging technologies and propose process enhancements to improve customer experience, operational efficiency, and service delivery.

• Foster a culture of continuous improvement, quality service, and operational excellence.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree from an accredited institution.

• A minimum of eight (8) years of experience in managing large-scale customer service, contact center, or operational support programs.

• Proven experience in leading cross-functional teams, managing budgets, and supervising contract performance.

• Exceptional leadership, communication, organizational, and stakeholder management skills.

• Must fulfill security eligibility requirements.

🏝️ Benefits

• TechOp Solutions is an Equal Opportunity Employer and does not discriminate based on actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws.