Program Director, Tolling & Contact Center Operations (Onsite - New York | Relocation Available)
Requirements
Oversee and manage the Project's financial performance, including budgeting, forecasting, and analyzing profit and loss statements to ensure financial targets are met and profitability is maintained.
Act as the primary contact for the state client. Ensure program operations are in compliance with all applicable requirements of the contract, as well as State and federal regulations.
Ensure goals and objectives are established by Project Manager that support the overall Project strategies.
Oversee all project administrative operations including budget, financial controls, and human resources.
Plan, develop and schedule priorities for achieving operational and performance goals.
Review management, productivity, and financial reports and studies to ensure program objectives are met.
Participate in internal audits, research studies, forecasts, and modeling exercises to support Project direction and guidance.
Manage operational managers, to include performance appraisals, mentoring, and professional/development guidance.
Demonstrate a high level of dedication and proactive leadership in meeting corporate goals and program objectives.
Perform other duties as assigned by management.
Minimum Requirements
- Bachelor's degree in relevant field of study and 10+ years of relevant professional experience required.
- Experience leading day-to-day operations of state tolling contracts.
- Experience leading day-to-day operations for a large call center (~700 contact center agents) including meeting all KPIs, SLAs, quality, and compliance requirements.
- Must currently live in, or, be willing to relocate to New York state.
- Experience implementing a State contract of at least 750 people.
- Project Management Professional (PMP) certification.
- Experience creating and presenting reports to clients, highlighting successes, identifying opportunities for improvement, and creating and leading process improvement efforts.