ITCON Services ยท 5 months ago
Program Manager - Contact Center
Washington, DC
Full-time
Hybrid
Mid LevelITCON Services is looking for a bright, motivated Program Manager - Contact Center to join their team. The Program Manager oversees contact center programs, managing budgets, staff, and operations to meet strategic business objectives while ensuring high levels of customer satisfaction.
Business IntelligenceCyber SecurityInformation TechnologyManagement ConsultingSoftware
Responsibilities
Develop and execute program strategies, monitor progress, and coordinate efforts across multiple projects to achieve business goals
Manage program budgets, track expenses, and ensure financial targets are met without compromising quality
Oversee daily operations, evaluate and improve business processes and systems, and implement controls to enhance efficiency and effectiveness
Lead, coach, and manage staff, including subcontractors and lower-level managers, assigning work and evaluating performance
Track and report on key performance indicators (KPIs), such as efficiency, quality, and customer satisfaction, and use data to drive improvements
Serve as the primary point of contact for program activities, lead review sessions, and ensure client expectations are met
Identify program risks, develop solutions, and implement interventions to resolve issues and ensure timely delivery of products and services
Work with cross-functional teams and other program managers to identify and address issues and opportunities across the organization
Qualification
Required
Strong ability to lead teams, communicate effectively with stakeholders at all levels, and resolve conflicts
Ability to analyze complex situations, develop innovative solutions, and make sound decisions
Experience in budget management, financial planning, and tracking performance against financial goals
Proficiency in analyzing performance data, identifying trends, and using insights to improve operations
Ability to manage the full lifecycle of a program, from planning and execution to monitoring and completion
A deep understanding of customer service principles and a commitment to achieving client satisfaction
Company
ITCON Services
ITCON Services is a consulting firm that helps with innovative technology and management solutions.
Founded in 2008
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase