Sr.Program Manager – Contact Center Transformation

About the role

The Sr. Program Manager will lead the transformation of the contact center operations, focusing on improving efficiency, customer satisfaction, and operational excellence.

Responsibilities

• Develop and execute comprehensive project plans to transform the contact center processes.
• Collaborate with cross-functional teams to ensure alignment and successful execution of projects.
• Manage stakeholder expectations and communicate progress effectively to all levels of the organization.
• Ensure adherence to project timelines and budgets.
• Identify and mitigate risks associated with the transformation initiatives.

Requirements

• Bachelor's degree in Business Administration, Project Management, or a related field.
• Minimum 5 years of experience in project management, preferably in a contact center or similar high-volume operational environment.
• Proven ability to manage complex projects with multiple stakeholders.
• Strong leadership skills and the ability to motivate and influence team members.
• Experience with project management tools and methodologies such as Agile, Scrum, or Waterfall.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.

Skills

• Project Management Professional (PMP) certification preferred.
• Experience with CRM systems and contact center technologies.
• Knowledge of industry best practices in contact center operations.

Benefits

Our company offers a competitive benefits package including health insurance, retirement savings plan, and flexible work arrangements.

Pay

$80,000 - $100,000 annually based on experience and qualifications.

Schedule

Full-time position with remote work options available.