Position Summary
The Program Manager is a leader, who is employee-focused and sets the standards and direction for their respective Customer Contact departments. The Program Manager acts as a mentor by fostering a progressive learning environment, takes initiative to improve processes enabling the program to meet its goals. This key player will ensure all Key Performance Indicators are met, sustained and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily.
Duties and Responsibilities
· Customer Relationship Center Operations
o Integrate leadership strategies with Direct Reports (Team Leaders) to ensure Key Performance Indicators are met and exceeded, including customer satisfaction.
o Deliver quality and service level objectives. Demonstrate understanding of program goals and objectives.
o Responsible for the operational success of the team.
o Perform weekly team checks on key performance indicators. Address as necessary.
o Lead day to day operations. Develop and implement contingency plans to ensure that all program service level metrics are met.
o Drive calibration sessions, Team Leader and Market meetings.
o Drive concern resolution in the team’s customer handling process.
o Drive a culture of customer care by being present, supportive and serving as a role model for excellent customer handling.
o Responsible for on going implementation and maintenance of the concern resolution process to achieve and sustain customer satisfaction targets.
o Identify opportunities for customer handling process improvements. Communicate and get buy in from management and implement changes.
o Partner with Ford to ensure that projects are implemented successfully, efficiently and cost – effectively.
o People/Product/Processes are linked into all decision making/understanding of the business.
o Analysis, monitoring and reporting of special projects.
o Support escalated caller situations (including handling of escalated calls) by understanding and applying concern resolution strategies to drive customer satisfaction. Ensure teams promised follow ups are kept.
· Project Management Responsibilities
o Participates in the development of policy, process, procedure, organizational structure,
change management, and communications in order to meet Client expectations.
o Negotiates workable timelines with the Client and internal departmental personnel.
o Reviews operational reports daily, analyzing and identifying trends for Percepta
management.
o Responds to Client concerns and issues immediately.
o Work with internal teams, and clients to provide input to, proposals, business
requirements, and Statements of Work.
o Assist clients and sales leaders (Directors of Business Development, Account
Management, and Strategic Account Directors) with definition, design, and development
of programs.
o Actively communicate program requirements and status to clients and internal team
members.
o Work with internal departments and clients to ensure tasks are completed on time and
within identified budget and quality measures.
o Consistently track and manage program timelines while coordinating the resolution of
program changes, issues, and risks.
· Work Environment and Personnel Development
o Lead by example to create a positive work environment that drives team performance.
o Promote Team Leader development through delivery of frequent and timely coaching sessions, weekly one on one meetings and attendance during Team Leader PEP sessions.
o Provide direct leadership to the Team Leader through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
o Administer disciplinary actions if necessary.
o Recognize and reward excellent team performance.
o Build morale within the team to support Team Leader and CSR retention.
o Resolve conflicts with sensitivity, tact, and fairness.
o Plan and implement strategic learning objectives for self development.
o Complete annual performance evaluations on Team Leaders and other direct reports.
o Performs other duties as required.
Education
· Undergraduate degree or equivalent work related experience
Experience
· Minimum 5 years experience in a customer service environment, preferably call center operations.
· Project Management, Sales and/or Marketing experience a plus.
· Six Sigma and/or PMP Certification a plus.
· Proven leadership with a minimum 2-3 years experience managing direct reports with staff.
Skills
· Ability to set operational goals and drive results
· Creativity and innovation in process design and implementation, continuously sharing best practices.
· Demonstrated ability to defuse conflict and mitigate, achieving win-win resolutions
· Superior ability to build relationships, continuously motivate and foster team development with proven coaching and succession planning
· Thorough understanding of business integration methodologies, reporting, trend analysis and project management.
· Strong organizational and written/verbal communication skills.
· Proven ability to work with direct client interaction.
Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.
