Sr.Program Manager – Contact Center Transformation - R01567568

About the role

The Sr. Program Manager will lead the transformation of the contact center operations, focusing on enhancing customer experiences through digital innovation.

Responsibilities

• Develop and execute strategic plans to transform contact center processes and technologies.
• Collaborate with cross-functional teams to define and implement new service delivery models.
• Manage project timelines, budgets, and resources to ensure successful project completion.
• Ensure compliance with regulatory standards and industry best practices.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.
• Minimum 5 years of experience in program management or project leadership within a similar industry.
• Proven track record of successfully leading complex projects from conception to implementation.
• Strong understanding of contact center operations and digital transformation strategies.
• Excellent communication and interpersonal skills to facilitate collaboration across departments.

Qualifications

• Experience with project management methodologies such as Agile, Scrum, or Waterfall.
• Knowledge of CRM systems and their integration with contact center operations.
• Ability to analyze data and make informed decisions based on performance metrics.
• Proficiency in Microsoft Office Suite and project management tools like Asana, Jira, or Microsoft Project.

Skills

• Strategic thinking and problem-solving abilities.
• Leadership and team management skills.
• Effective negotiation and conflict resolution skills.
• Strong analytical and organizational skills.

Benefits

• Competitive compensation package including base salary and bonus opportunities.
• Flexible work schedule to accommodate personal and professional needs.
• Health insurance coverage.
• Professional development opportunities.
• Employee assistance programs.

Pay

Commensurate with experience.

Schedule

Remote work arrangement available.