JOB TITLE: Program Manager

Location: Remote

FSLA Status: Exempt

Reports to: Chief Operating Officer

EEO Category: Executive/Senior-Level Officials and Managers

JOB SUMMARY:

The Program Manager will manage all aspects of the contract (which serves internal and external stakeholders by planning and implementing program strategies and initiatives). This position is responsible for implementation and review of all related program policies and procedures, supervision, training, and development of program personnel; conflict resolution; quality assurance; and any related corrective action or risk mitigation. The position performs a wide range of managerial duties to facilitate the efficient operation of the program. The Program Manager supervises all program supervisory personnel.

ESSENTIAL JOB FUNCTIONS:

• Developing objectives for the contract program day-to-day operations
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Assume responsibility of budgeting and tracking expenses
• Assist in hiring, training, coaching, and retention of program personnel
• Oversee program delivery and training initiatives designed to develop personnel and maintain high customer service standards
• Oversee quality assurance program; monitor and improve program delivery to enhance telephone handling, call quality, and other inbound/outbound call improvement activities
• Evaluate program performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for review

KEY COMPETENCIES

• Excellent interpersonal and customer-facing skills
• Prioritizing, planning and organizing
• Strong analytical and problem assessing / solving skills
• Strong communication skills, both written and verbal
• Flexible; able to see ‘big picture’ and make improvements
• Results-driven professional
• Working as part of a team
• Ownership of operational matters

MISSION RESPONSIBILITIES:

1. Contributes to achievement of the Mission and Vision of our organization.
2. Adapting to Change – Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
3. Continuous Improvement – Acts to constantly improve the level of customer satisfaction in both individual and teamwork processes.
4. Client Centered Focus – Demonstrates concern for meeting or exceeding customer’s expectations/requirements in a manner that allows the client to guide rehabilitation process towards the achievement of their goal(s) and which provides satisfaction for the customer.
5. Teamwork – Accomplishes tasks through working effectively with others and appreciating the value, contributions and commitment of every member.

JOB SPECIFICATIONS:

Required Knowledge, Skills, and Abilities: The Program Manager will have proven experience in operations within a contact center or similar role. Experience in customer service arenas. Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures. Experience in basic financial analysis (cost-effectiveness, cost-benefits, etc.) Proficiency in MS Office and call center equipment/software programs. Must have outstanding communication (both oral and written) and interpersonal skills, excellent organizational and leadership skills with problem-solving ability. Must be positive and patient. Able to create and maintain an organized work environment, and work with frequent interruptions. Must be a US Citizen.

Education/Training Requirements : Bachelor's degree required. Master’s degree preferred.

Minimum Experience : 7 years operations management experience with 1-2 years of supervisory experience required.

Physical Capabilities : Sitting, standing, walking and traveling to off sites; some carrying of computer equipment.

Mental demands: Concentration / Attentiveness, respond to unpredictability, manage multiple projects / tasks, read, comprehend and follow instructions, and relate to others.

Supervisory Responsibilities / Controls : Responsible for reviewing approving time sheets, monitoring, reporting, ensures direct reports are trained in their functions and other supervisory responsibilities as necessary.

Work Environment : Typical Office. Occasional travel may be required (less than two weeks

per year).

Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the division executive.

To perform this job successfully, an individual must be able to perform each essential function, with or without reasonable accommodation. The list of requirements, duties, and responsibilities is not exhaustive but is representative of the current job. The knowledge, skills and/or abilities listed are typically required to perform this job successfully. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions. Reasonable accommodations will be made to in-office workspaces only. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example: emergencies, changes in personnel, workload, or technical development).