[DR0027] Program Manager

Support Services Group is a customer-centric organization that values excellence in delivering quality service. Our business plays a critical role in enhancing customer satisfaction and fostering long-term relationships. We are looking for a highly skilled Program Manager to lead our call center operations and drive impactful improvements.

The Program Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring optimal performance, efficiency, and adherence to service-level agreements (SLAs). The ideal candidate will have significant experience in managing large call center teams, optimizing processes, and implementing strategies to achieve operational excellence.

Job Duties and Responsibilities:

• Manage a team of call center representatives to ensure quality customer service and achievement of goals.
• Develop and implement call center strategies, policies, and procedures to improve operations and customer satisfaction.
• Train, coach, and motivate call center representatives to enhance their skills and performance.
• Monitor call center metrics, such as average handling time, service level, and customer satisfaction, to track progress and identify areas for improvement.
• Handle customer complaints and escalations in a timely and efficient manner to maintain customer loyalty and prevent negative reviews.
• Collaborate with other departments, such as IT and marketing, to ensure seamless operations and consistent brand messaging.
• Conduct regular performance evaluations and provide constructive feedback to call center representatives to promote professional growth and development.
• Manage call center budget and resources to ensure cost-effectiveness and efficient operations.
• Maintain up-to-date knowledge of industry trends, technology, and best practices to continuously improve call center operations.
• Foster a positive work culture and team environment to promote employee engagement and retention.

Education and Experience:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Experience as Operations Manager or Program Manager is a must.
• Minimum of 3-5 years of experience in a call center leadership or management role.
• Proven experience in customer service, team management, and process improvement.

Skills and Competencies:

• Excellent English verbal and written communication skills for customer interactions and team collaboration.
• Strong leadership and people management skills to effectively train, coach, and motivate a team.
• Proficiency in call center software, CRM systems, and reporting tools.
• Analytical and problem-solving skills to monitor key performance metrics and drive improvements.
• Ability to handle customer complaints and escalations professionally and efficiently.
• Strong organizational and time-management skills to oversee operations and meet goals.
• Budget management experience to ensure cost-effective call center operations.

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.