Fusion BPO Services is a fast-growing company in the BPO Services space, and our key customers need our help to meet their business goals. We’re looking for a strong, experienced professional proficient with achieving business strategy objectives, standardized processes, and oversight of quality, operational metrics, and service level goals to join us as a Program Manager – Operations. We are seeking an experienced and highly motivated Program Manager for Call Center Operations to join our team. The successful candidate will oversee the day-to-day management and strategic direction of our call center operations, ensuring exceptional service delivery, optimizing operational efficiencies, and driving continuous improvement across all aspects of the call center. To Identify and implement best practices to create a customer service experience reflective of Fusion' vision, mission and values. If you are looking to build a fulfilling career and are confident you have the skill and experience to help us succeed, we want to work with you!

Qualifications:

• Bachelor’s degree in business administration, communications, or a related field. A Master’s degree is preferred.
• A minimum of 5 years of experience in call center management or a similar role, with at least 2 years in a leadership position.
• Proven track record of managing large teams and delivering exceptional customer service.
• Strong leadership and interpersonal skills, with the ability to motivate and guide team members.
• Excellent analytical, problem-solving, and decision-making abilities.
• In-depth knowledge of call center systems and technology, including CRM and workforce management tools.
• Exceptional communication skills, both written and verbal.
• Ability to manage multiple priorities and adapt to changing environments.

Key Responsibilities:

• A key leader within the site and direct accountability for the business operations.
• Manage site team to include leaders and representatives from selection, training and development, coaching, counseling, and performance management.
• Lead and manage all aspects of Operations, emphasizing continuous improvement in operating results. Conceptualize and implement long-term plans, strategies, and processes, fully accountable for all onboarded clients.
• Coordinate with business and functional leaders, formulate strategic plans to enhance business operations, and implement control measures to optimize resource/quality/ process/ capacity utilization. 
• Implement robust processes to ensure high employee satisfaction & engagement and thereby containing attrition 
• Plan Business Continuity Management
• Be focused on a strong skillset of delivery excellence, continuous improvement, customer satisfaction, and VOC. 
• Flexible with change management skills and expertise in attrition control and employee motivation. 
• Inculcated automation practices, which reduced the time taken to complete tasks.
• Create and execute an effective staffing model to meet stringent service-level requirements.
• Ability to lead people to accomplish objectives without creating hostility in the workplace. Take initiative and demonstrate willingness to act with a sense of urgency
• Build management partnership.
• Develop and implement strategic plans for the call center's operation, focusing on quality assurance, workforce management, and customer satisfaction.
• Lead and mentor a team of call center supervisors and representatives, fostering a culture of excellence, accountability, and continuous improvement.
• Collaborate with senior management to identify and prioritize business needs, setting clear objectives for the call center operations.
• Oversee the implementation of technology solutions and call center systems to enhance service delivery and operational productivity.
• Monitor performance metrics, analyze data to identify trends, forecast call volumes, and make informed decisions to improve service levels and achieve key performance indicators (KPIs).
• Manage budgets and financial aspects of call center operations, including forecasting, resource allocation, and cost optimization.
• Establish and maintain effective communication channels within the team and across the organization to ensure alignment with broader business objectives.
• Handle escalated customer issues, providing timely and effective resolution to maintain customer satisfaction.
• Ensure compliance with all legal and regulatory requirements and maintain up-to-date knowledge of industry best practices and standards.
• Advanced knowledge of the call center services industry and best practices
• Understanding of the ramifications of call center actions on the business, including revenue, expense, and employee dynamics
• Excellent motivational and coaching skills with a demonstrated ability to develop leaders
• Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment

About Fusion 

Fusion BPO Services began in the mid-90s in India. In North America, Fusion is headquartered in Canton, Ohio. As a mid-size U.S.-based company, we offer flexible, scalable, and cost-effective BPO solutions for large and mid-size clients from healthcare, Utilities & Energy, BFS, retail & Ecommerce, and various other sectors. We have BPO space across NA, LATAM, EMEA, and APAC.