Pearl Interactive Network is sourcing a Contact Center Program Manager with previous federal program management experience within the HRSA agency.

The Program Manager is responsible for coordinating and monitoring the scheduling, pricing, and technical performance of company programs and operations.

Ensures adherence to master plans and schedules, develops solutions to program problems, and directs the work of subcontractors assigned to the program from various departments.

Ensures projects are completed on time and within budget. The Program Manager interacts with the Contracting Officer and the Contractor Officer Representative with the government agency.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community.

Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice.

We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers a Competitive Compensation and Benefits package to include :

• Salary : $ 80K - $100K (DOE)
• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours : 8 am - 5 pm Mon. - Fri.

Job Duties :

• Develop program and project plans, maintain the implementation schedule and budget, and ensure all program and project implementations are performing to established SLAs and KPIs.
• Review and finalize the policies and procedures, as well as the training curriculum.
• Approves all expenditures prior to procuring goods and / or services.
• Maintain program implementation budget and financial position.
• Accountable for post-program project performances including staffing levels, SOW compliance, SLAs, KPIs, and fiscal position (P&L).
• Examine monthly invoicing and metrics of with operations managers.
• Coordinate with finance in the billing process per the implementation schedule and budget.
• Review program contracts and client contracts to ensure compliance with operations is established.
• Develop and implement recovery plans for off-schedule and unanticipated eventualities.
• Lead program teams and facilitate communication and interaction among the functional representatives.
• Liaise with government per applicable SOW and on an as-needed basis.
• Explore opportunities to expand or provide additional services to clients.
• Administer disciplinary action consistent with established policy, document individual performance, and maintain updated secured personnel files.
• Ability to handle hiring decisions for new managers and support positions.
• Implement CRM protocols for each customer / client program.

Job Requirements :

• Bachelor’s degree or equivalent in a business, healthcare, or financial discipline.
• At least 5 years of management experience.
• Previous program management experience in a call center environment, PMP certification preferred.
• 5-10 years of experience supervising or managing inbound / outbound / virtual call centers.
• Highly proficient in utilizing Excel and other Microsoft products.
• Working knowledge of CRM software.
• Previous federal program management within the HRSA agency.
• Excellent verbal / written communication skills and excellent follow-through.
• Strong time management skills with the ability to quickly assess priorities and adjust as needed.
• Analyze and explain data and execute strategies to improve performance.
• Maintain positive relationships and manage both in-office and virtual teams.
• Solve complex problems and issues.
• Strong analytical skills to interpret and forecast financial budgets.
• Develop, recommend, and implement plans for continuous process improvement.
• Strong leadership experience and skills.
• Ability to travel 30%

Physical Requirements :

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls;

reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and / or move up to 10 pounds.

Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

Last updated : 2024-05-11