Head of Programme Management

The Program Director manages and directs an Inbound Contact Center in accordance with the organizations strategic mandates of Governed Growth, Achieved Profitability, Reduced Risk, and Increased Technology-Based Services. 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, Profit & Loss (P&L), budget, and expense reduction. The individual directs 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.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.Essential Duties & Responsibility:Creates and maintains a strong partnership with the client and explores opportunities to grow the business.Reviews activity, operating, and sales reports to determine changes in programs or operations required.Manages financials to include, but not limited to P & L, budget, and expense reduction.Instills a strong sense of customer focus, professionalism and client branding throughout the team.Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow.Develops and manages a high performing team to cultivate learning, sharing, communication and shaping team dynamics.Manages the team to include interviewing, hiring, training, and retaining employees; appraising performance; Incorporates Six Sigma practices and philosophies into daily management to achieve client and Alta goals and to develop corporate best practices and efficiencies.Qualifications:Education: Bachelor's Degree required.Work Experience: This level is determined by the following criteria: Generates, $3.5 million to $10 million dollars in annual revenue Requires five or more years of management experience (call center management preferred) and two years of experience in a leadership role with financial accountabilities including profit and loss.Additional Skills:Strong leadership skills which includes interaction management (i.e. coaching, mentoring, and presentation skills).Project Management Skills (manage multiple tasks and projects), and Client Relations Management.Knowledge in financial & staffing forecasting and analysis, as well as quantitative and qualitative analysis (using various statistical tools and techniques.Ability to effectively present information, give presentations, and respond to questions from groups of managers, clients, customers, and staff.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. Knows when to involve upper management.Ability to maintain a high level of confidentiality by handling sensitive and private employee, client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements.Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.