Support Services Group is a customer-centric organization that values excellence in delivering quality service.
Our business plays a critical role in enhancing customer satisfaction and fostering long-term relationships.
We are looking for a highly skilled Program Manager to lead our call center operations and drive impactful improvements.
The Program Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring optimal performance, efficiency, and adherence to service-level agreements (SLAs).
The ideal candidate will have significant experience in managing large call center teams, optimizing processes, and implementing strategies to achieve operational excellence.
Job Duties and Responsibilities: Manage a team of call center representatives to ensure quality customer service and achievement of goals.Develop and implement call center strategies, policies, and procedures to improve operations and customer satisfaction.Train, coach, and motivate call center representatives to enhance their skills and performance.Monitor call center metrics, such as average handling time, service level, and customer satisfaction, to track progress and identify areas for improvement.Handle customer complaints and escalations in a timely and efficient manner to maintain customer loyalty and prevent negative reviews.Collaborate with other departments, such as IT and marketing, to ensure seamless operations and consistent brand messaging.Conduct regular performance evaluations and provide constructive feedback to call center representatives to promote professional growth and development.Manage call center budget and resources to ensure cost-effectiveness and efficient operations.Maintain up-to-date knowledge of industry trends, technology, and best practices to continuously improve call center operations.Foster a positive work culture and team environment to promote employee engagement and retention.Education and Experience: Bachelor's degree in Business Administration, Operations Management, or a related field.Experience as Operations Manager or Program Manager is a must.Minimum of 3-5 years of experience in a call center leadership or management role.Proven experience in customer service, team management, and process improvement.Skills and Competencies: Excellent English verbal and written communication skills for customer interactions and team collaboration.Strong leadership and people management skills to effectively train, coach, and motivate a team.Proficiency in call center software, CRM systems, and reporting tools.Analytical and problem-solving skills to monitor key performance metrics and drive improvements.Ability to handle customer complaints and escalations professionally and efficiently.Strong organizational and time-management skills to oversee operations and meet goals.Budget management experience to ensure cost-effective call center operations.Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers.
We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
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