Program Manager

Program Manager

The Program Manager manages and directs an Inbound or Outbound Contact Center in accordance with the organization's strategic mandates. These activities are carried out in accordance with Six Sigma philosophies to obtain optimum results, ensure efficiency and economy of operations, and maximize established program objectives of the organization and our client.

This position manages financials to include, but are not limited to, P & L, budget, and expense reduction. The Program Manager will create an environment that promotes employee growth and retention. The individual manages and oversees all aspects of the client's customer service policies, objectives, and initiatives while striving to meet and exceed Alta and client metrics. The position develops and establishes procedures and policies governing customer correspondence and the handling of customer complaints. Client contract review, negotiation and SOW are critical aspects of this position.

The Program Manager will position the capabilities of Alta Resources to solve business issues on behalf of the client. They will work with the various client teams to identify trends in business problems, develop best practice solutions, and successes to design and present value-add solutions to our customers and work with internal resources and implementation teams to ensure customer expectations are communicated and exceeded.

Other duties may be assigned.

• Creates and maintains a strong partnership with the client
• Manages and coordinates promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain competitive position in industry
• Consults with administrative personnel and reviews activity, operating, and sales reports to determine changes in programs or operations required
• Manages financials to include, but are not limited to P & L, budget, and expense reduction
• Instills a strong sense of customer focus, professionalism and client branding throughout the team
• Incorporates Six Sigma practices and philosophies into daily management to achieve client and Alta goals and to develop corporate best practices and efficiencies
• Prepares monthly reports to show how Client and company goals and metrics are being met and exceeded and to identify issues that need to be resolved in meeting program objectives
• Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow
• Manages research activities concerned with gathering information or with compilation of statistics pertinent to planning and execution of Client objectives
• Promotes organization in industry, manufacturing or trade associations
• Maintains a high level of team morale and motivation to create an environment that promotes employee growth and retention
• Develops and manages a high performing team to cultivate learning, sharing, communication and shaping team dynamics
• Travel as required; in order to meet the travel requirements, must have a personal credit card and an available credit limit for expenses which are reimbursed
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position

Supervises and carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving issues. The position also requires active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies. All leadership positions are expected to attain Six Sigma Green Belt certification.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrates an ability to be a self-starter and to lead, develop and train personnel in a high performing, diversified, ever changing, team based, global environment. Displays a high level of confidence, enthusiasm and a proactive, positive attitude with the desire to succeed, motivate and develop teams, and exceed client expectations. Has a passion to lead and serve others.
• Professionally and effectively interact with diverse backgrounds and perspectives, while demonstrating advocacy and a genuine interest in team members, direct reports and others while maintaining an open line of communication. Provides clear expectations, feedback and recognition. Proven ability to retain employees, customers, and/or clients.
• Excellent interpersonal, verbal and written business communication skills. Ability to establish rapport, lead, coach and motivate, builds relationships and loyalty with external and internal team, clients and leaders, and remains tactful when communicating negative information. Demonstrates the ability to effectively present information, give presentations, and respond to questions from groups of managers, clients, customers, and staff.
• Demonstrate an ability to display patience, empathy, active listening skills, and stress management while ensuring internal staff and client needs are fulfilled in a timely and satisfactory fashion. Proven ability to adapt coaching styles to provide positive as well as negative feedback. Provide constructive feedback that is specific and encourages employees to perform at an optimal level at all times.
• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills. Ability to remain focused and productive with tasks. Strong attention to detail and accuracy.
• Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the client. Knows when to involve upper management.
• Demonstrates skills at analyzing trends and assist in creating action place that determine a solution.
• Manages expenses in line with departmental budgets and corporate business conditions. (If applicable)
• Ability to maintain a high level of confidentiality by handling sensitive and private employee, client and customer information in accordance with Alta Resources and Client's policies and regulatory requirements. Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines. Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strive to maintain a clean, healthy and safe workplace.
• Proven ability to meet deadlines and key metrics, work independently, as a leader and team player, and deliver results. Embraces change and is flexible to the needs of the team and business. Demonstrates the ability to support or lead in change management.
• Proven track record of reliability and a strong work ethic is a must.
• Must have the ability to travel as necessary and a personal credit card with an available credit limit for expenses which are reimbursed

Bachelor's degree from four-year College or university is required. Requires two or more years of management experience (contact center management preferred); experience in a leadership role with financial accountabilities including profit and loss is preferred. Scope of client responsibility is $1.5 million to $4.99 million dollars in annual revenue.

This position requires a working knowledge of computer technology that includes: Windows, PowerPoint, Advanced Word and Excel, along with Client designated software. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.

Alta Resources is an equal employment opportunity employer.

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