Call Center Program Manager

About Us:

AdNet/AccountNet, Inc. is an 8(a), WOSB, LGBTE and WBE owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high quality staffing and executive search services.

Job Description: Program Manager for Call Center

Position Title: Program Manager - Call Center

Location: Alexandria, VA

Job Type: Full-time Contractor

Overview: The Program Manager for the Call Center will oversee the implementation, management, and continuous improvement of call center programs to ensure the delivery of excellent customer service and operational efficiency. This role requires a strong background in project management, team leadership, and cross-functional collaboration. The Program Manager will be responsible for driving performance goals, optimizing call center processes, and ensuring that customer interactions are handled in a professional, efficient, and effective manner. AdNet is in the proposal writing process of this position.

Key Responsibilities:

1. Program Development and Implementation:
   • Lead the planning, design, and execution of various call center programs to improve customer satisfaction, operational efficiency, and employee engagement.
   • Define program scope, objectives, and deliverables, and ensure alignment with the overall organizational strategy.
   • Develop detailed project plans to track progress, manage risks, and ensure timely completion.
2. Process Optimization:
   • Analyze existing call center workflows and processes to identify areas for improvement.
   • Implement best practices and innovative solutions to streamline operations and improve the customer experience.
   • Utilize data and analytics to monitor key performance indicators (KPIs) and adjust processes as needed.
3. Team Leadership and Coordination:
   • Lead and collaborate with cross-functional teams including operations, HR, IT, and training to ensure the success of call center programs.
   • Provide direction, support, and mentorship to program team members and call center supervisors.
   • Foster a culture of accountability, performance, and continuous improvement.
4. Performance Monitoring and Reporting:
   • Develop and track metrics to measure the success of call center programs, such as customer satisfaction, call resolution time, and agent performance.
   • Provide regular updates and reports to senior management on program progress, challenges, and outcomes.
   • Use data to generate insights and drive decision-making to improve both individual and team performance.
5. Training and Development:
   • Work with the training team to develop and implement effective training programs for call center agents and supervisors.
   • Ensure that agents are well-equipped with the necessary tools, knowledge, and skills to provide outstanding customer service.
6. Stakeholder Communication:
   • Maintain strong communication with internal and external stakeholders to ensure alignment on program objectives and deliverables.
   • Address any concerns or escalations in a timely and professional manner.
7. Risk Management:
   • Identify potential risks that may impact the successful delivery of call center programs and develop mitigation strategies.
   • Ensure compliance with company policies, industry regulations, and data security protocols.

Qualifications:

• 5 years of experience in a program management or project management role, preferably in a call center or customer service environment.
• Strong understanding of call center operations, processes, and performance metrics.
• Proven ability to create a trend analysis.
• Proven ability to work with agents on performance related issues.
• Excellent quality assurance skills.
• Proven ability to lead cross-functional teams and drive program success.
• Exceptional problem-solving, organizational, and analytical skills.
• Excellent communication skills, both written and verbal, with the ability to interact with all levels of the organization.
• Experience with surveillance reporting and monitoring of call center agents.
• Experience with data analysis and performance reporting tools.
• Ability to work under pressure and handle multiple priorities in a fast-paced environment.

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.