Miratech · 16 hours ago
Program Manager
United States
Full-time
Remote
Senior Level
5+ years expMiratech is a global IT services and consulting company that supports digital transformation for some of the world's largest enterprises. They are seeking a Program Manager with a strong Contact Center background to lead cross-functional programs aimed at enhancing customer experience and improving operational efficiency.
Outsourcing
Responsibilities
Lead end-to-end delivery of contact center programs including digital transformation, workforce optimization, CRM/telephony upgrades, and process reengineering
Develop and manage program roadmaps, project plans, timelines, budgets, and risk mitigation strategies
Track milestones, dependencies, and deliverables to ensure on-time and within-scope execution
Act as the primary point of contact for program stakeholders, including senior leadership
Communicate program status, risks, and outcomes through regular reporting and executive updates
Drive change management initiatives to ensure smooth adoption of new processes, tools, and systems
Define KPIs and success metrics for programs and initiatives
Analyze operational and program data to identify trends, risks, and improvement opportunities
Champion continuous improvement using Lean, Six Sigma, Agile, or similar methodologies
Qualification
Required
Bachelor's degree in Business, Operations, Project Management, or a related field (or equivalent experience)
5+ years of experience in program or project management within a contact center or customer operations environment
Strong understanding of contact center metrics, workflows, and technologies (ACD, IVR, CRM, WFM)
Proven experience managing cross-functional teams and complex, multi-stream programs
Excellent communication, presentation, and stakeholder management skills
Preferred
PMP, PgMP, Agile, or Six Sigma certification
Experience leading digital transformation or automation initiatives in contact centers
Exposure to global or multi-site contact center operations
Experience working with BPOs or third-party vendors
Benefits
Health insurance
Language courses
Relocation program
Company
Miratech
Miratech is an IT services and outsourcing company that provides managed IT services to large and midsize multinational organizations.
1001-5000 employees
H1B Sponsorship
Miratech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Horizon Capital
2022-04-27Private Equity
Leadership Team
Matthew Ainsworth
Chief Revenue Officer
Nikolay Royenko
President
Recent News
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