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National Telecommuting Institute ยท 1 week ago
Contact Center Program Manager
United States
Full-time
Remote
Director
5+ years exp
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CommunitiesEmployment
Hiring Manager
Eric Averett
Insider Connection @National Telecommuting Institute
Responsibilities
Strategize, implement, and maintain program initiatives that adhere to organizational objectives
Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
Develop program assessment protocols for evaluation and improvement
Maintain organizational standards of satisfaction, quality, and performance
Oversee multiple project teams, ensuring program goals are reached
Work closely with all stakeholders to develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives
Identify key requirements for cross-functional teams and external vendors
Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
Regularly communicates with customers/clients to arrange meetings, confirm program schedules, and discuss any program problems
Outstanding knowledge of change management principles and performance evaluation processes
Oversee the day-to-day management of program operations
Performs other related duties as assigned
Potential Travel during implementation
Qualification
Required
Must pass a Federal Background check
Experience in working on federal or state contracts
Five to seven years' experience working in a contact center environment. Experience working virtually and/or proposal writing a plus
Bachelor's degree in a related field or industry recognized certifications. Master's in Business Administration a plus
PMP Certified required by Start Date
Experience in managing large complex projects with multiple stakeholders and deliverable dates
Ability to thrive in a fast-paced environment
Exceptional skills in leadership, time management, facilitation, and organization
Experience in managing stakeholders
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Strong supervisory and leadership skills
Preferred
Experience working virtually and/or proposal writing
Master's in Business Administration
Industry recognized certifications
Tuition reimbursement if you have a plan to continue your studies
Benefits
Health and Dental Benefits
Health Savings Account (HSA) or Flexible Spending Account (FSA)
403b Plan with 5% Employer Contribution
100% Employer-Paid LTD, STD, AD&D, and Life Insurances
Generous Paid Time-Off
Tuition Reimbursement
Company
National Telecommuting Institute
National Telecommuting Institute is a nonprofit providing employment support such as work-at-home jobs to individuals with disabilities.
501-1,000 employees
Funding
Current Stage
Late StageLeadership Team
Alan Hubbard
Chief Operating Officer
Kate Brouse
Strategic Partnerships Manager
Company data provided by crunchbase
