OKIN Process · 1 day ago
Contact Center Program Manager
San Antonio, TX
Full-time
Hybrid
Entry, Mid Level
$50K/yr - $55K/yr
2+ years expOKIN Process is hiring a Contact Center Program Manager to lead a blended phone and back-office operation. This role involves managing Supervisors and agents while owning workforce management, reporting, forecasting, and performance outcomes.
Information TechnologyOutsourcingTelecommunications
Hiring Manager
Monique Ward Rouse
Responsibilities
Lead and develop Supervisors and frontline teams
Own daily performance across phone and back-office workflows
Manage workforce planning, forecasting, scheduling, and real-time adherence
Balance staffing to meet SLAs, productivity, and utilization targets
Own operational reporting (service level, AHT, backlog, productivity, quality, attendance)
Analyze trends, identify risks, and drive performance improvements
Qualification
Required
2+ years in contact center operations, workforce analytics, or program management
Experience managing Supervisors or Team Leads
Strong understanding of workforce management and utilization models
Advanced Excel and strong analytical skills
Ability to translate data into clear operational action
Preferred
WFM tools (Verint, NICE, Genesys)
BI tools (Power BI, Tableau)
CRM/ticketing systems (Salesforce, Zendesk, ServiceNow)
Company
OKIN Process
At OKIN Process, we won’t just lighten your workload. We’ll actively look for ways to improve it as we go.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Demarest
Chief Executive Officer
Company data provided by crunchbase