FCR Call Center Manager/Program Manager in Great Falls, Montana

Job Descriptions:

About The Role

Are you passionate about leading people towards a common goal? Are you looking for an opportunity to utilize your people management skills to help shape and develop others for success? Do you have experience in client or vendor relations or have previous experience in call center management? If so, this might be the perfect job for your skillset.

FCR Program Managers play a critical role in the success of our company. They are the leaders our colleagues look to for answers, for professional development, and as mentors for future career opportunities. Program Managers are central players in the client-vendor relationship, ensuring the day-to-day operations of a program run smoothly and that any obstacles are overcome through quick thinking and strategic planning. We’re looking for career professionals who are not afraid to lead and who thrive under pressure.

Program Managers are responsible for the day-to-day operations and management of team of colleagues who perform customers service and technical support via telephone, email, chat, text-to-chat, and social media for some of the most well known companies in the country. In this role you will drive your team towards a common goal of providing best-in-class customer service for our clients. You will provide coaching and feedback to Supervisors, Lead Agents, and frontline Customer Service Representatives for continuous improvement and to ensure Key Performance Indicators, Quality, Customer Satisfaction, and other key performance metrics are met to the client’s satisfaction.

You will be the primary point of contact between FCR and our clients. Using your advanced communication skills you will develop a solid working relationship and trust between FCR and our clients, providing them with insights about their business and ideas on how they can improve processes and procedures for a more efficient and positive customer experience. Our clients are looking for solutions and ways to improve their business, and your role is to help provide those insights and solutions.

As a Program Manager you will work with other departments like Workforce Management, Human Resources, Recruiting, and other positions within Operations to create the optimal working environment for our colleagues and for our clients.

Job Description

The Program Manager is an exempt (salaried) position reporting to the Site Director. This leadership position is responsible for the day-to-day operations of the call center operations group. Responsibilities include:

  • Acts as the main point of contact for communication with clients.

  • Overseeing a team of colleagues, holding them accountable for their performance, and providing coaching and development for performance improvement to ensure team success.

  • Provides the Site Director with performance metrics, client feedback, and works to create strategic planning and solutions to ensure client success.

  • Operational responsibilities include, but are not limited to:

  • Interviewing, hiring, and training employees

  • Planning, assigning, and directing work

  • Appraising performance

  • Rewarding employees and holding them accountable for their performance

  • Addressing complaints and resolving problems

  • The Program Manager supports Team Supervisors in their efforts to meet and exceed client and company expectations. Some of these expectations and key performance indicators include: Quality of Service, Customer Satisfaction, Schedule Adherence, and Billable Utilization.

  • Assists in the recruitment, development and retention of a team of direct reports, ensuring they are proficient in their job skills and provides constant follow-up coaching.

  • Manages information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained.

  • Analyze staffing levels to meet the fluctuations in call demands and campaigns. Roll out schedule changes and new hire classes as needed.

Required Experience:

Key Qualifications

  • Minimum of 3 years leadership or management experience, preferably in a call center environment.

  • Ability to lead employees and inspire others into action.

  • Excellent problem solving and decision-making skills.

  • Strong interpersonal, written and verbal communication skills.

  • Ability to self-manage time, to balance multiple priorities, to coach and develop teams, and to set and accomplish goals.

  • Intermediate understanding of PC hardware and software, operating systems, and Microsoft Office.

  • Advanced/Intermediate understanding of Internet technologies and supported operating systems.

  • Speak effectively before groups of customers or employees of organization.

  • Strong project skills.

  • Proficiency in Microsoft Word and Excel.

Education

Bachelor’s Degree preferred or equivalent combination of education and work experience.

Keyword: Call Center Manager/Program Manager

From: FCR