Program Manager, Call Center
Job Description:
- Provide overall leadership and management of the contract and all program operations.
- Supervise and provide direction to all Key Personnel and functional managers.
- Plan, organize, coordinate, and oversee all program activities to ensure successful contract execution.
- Serve as the primary liaison between the client, subcontractors, and internal leadership.
- Manage staffing, financial resources, budgets, and operational priorities.
- Monitor contract performance, analyze operational metrics, and prepare executive reports.
- Oversee project schedules, deliverables, risk management, and issue resolution.
- Lead program communications and provide regular status updates to stakeholders..
- Oversee change management initiatives, including operational and technology-related enhancements.
- Direct the development and maintenance of Standard Operating Procedures (SOPs), work instructions, and operational documentation.
- Research emerging technologies and recommend process improvements that enhance customer experience, operational efficiency, and service delivery.
- Promote continuous improvement, quality service, and operational excellence.
- Perform additional duties as assigned
Requirements:
- Bachelor's degree from an accredited institution.
- Minimum eight (8) years of experience managing large-scale customer service, contact center, or operational support programs
- Demonstrated experience leading cross-functional teams, managing budgets, and overseeing contract performance.
- Excellent leadership, communication, organizational, and stakeholder management skills.
- Must meet security eligibility requirements.
Benefits: TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of 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.