Percepta

Compensation

Full Description

Position Summary The Program Manager is a leader, who is employee-focused and sets the standards and direction for their respective Customer Contact departments. The Program Manager acts as a mentor by fostering a progressive learning environment, takes initiative to improve processes enabling the program to meet its goals. This key player will ensure all Key Performance Indicators are met, sustained and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily. Duties and Responsibilities · Customer Relationship Center Operations o Integrate leadership strategies with Direct Reports (Team Leaders) to ensure Key Performance Indicators are met and exceeded, including customer satisfaction. o Deliver quality and service level objectives. Demonstrate understanding of program goals and objectives. o Responsible for the operational success of the team. o Perform weekly team checks on key performance indicators. Address as necessary. o Lead day to day operations. Develop and implement contingency plans to ensure that all program service level metrics are met. o Drive calibration sessions, Team Leader and Market meetings. o Drive concern resolution in the team’s customer handling process. o Drive a culture of customer care by being present, supportive and serving as a role model for excellent customer handling. o Responsible for on going implementation and maintenance of the concern resolution process to achieve and sustain customer satisfaction targets. o Identify opportunities for customer handling process improvements. Communicate and get buy in from management and implement changes. o Partner with Ford to ensure that projects are implemented successfully, efficiently and cost – effectively. o People/Product/Processes are linked into all decision making/understanding of the business. o Analysis, monitoring and reporting of special projects. o Support escalated caller situations (including handling of escalated calls) by understanding and applying concern resolution strategies to drive customer satisfaction. Ensure teams promised follow ups are kept. · Project Management Responsibilities o Participates in the development of policy, process, procedure, organizational structure, change management, and communications in order to meet Client expectations. o Negotiates workable timelines with the Client and internal departmental personnel. o Reviews operational reports daily, analyzing and identifying trends for Percepta management. o Responds to Client concerns and issues immediately. o Work with internal teams, and clients to provide input to, proposals, business requirements, and Statements of Work. o Assist clients and sales leaders (Directors of Business Development, Account Management, and Strategic Account Directors) with definition, design, and development of programs. o Actively communicate program requirements and status to clients and internal team members. o Work with internal departments and clients to ensure tasks are completed on time and within identified budget and quality measures. o Consistently track and manage program timelines while coordinating the resolution of program changes, issues, and risks. · Work Environment and Personnel Development o Lead by example to create a positive work environment that drives team performance. o Promote Team Leader development through delivery of frequent and timely coaching sessions, weekly one on one meetings and attendance during Team Leader PEP sessions. o Provide direct leadership to the Team Leader through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction. o Administer disciplinary actions if necessary. o Recognize and reward excellent team performance. o Build morale within the team to support Team Leader and CSR retention. o Resolve conflicts with sensitivity, tact, and fairness. o Plan and implement strategic learning objectives for self development. o Complete annual performance evaluations on Team Leaders and other direct reports. o Performs other duties as required. Education · Undergraduate degree or equivalent work related experience Experience · Minimum 5 years experience in a customer service environment, preferably call center operations. · Project Management, Sales and/or Marketing experience a plus. · Six Sigma and/or PMP Certification a plus. · Proven leadership with a minimum 2-3 years experience managing direct reports with staff. Skills · Ability to set operational goals and drive results · Creativity and innovation in process design and implementation, continuously sharing best practices. · Demonstrated ability to defuse conflict and mitigate, achieving win-win resolutions · Superior ability to build relationships, continuously motivate and foster team development with proven coaching and succession planning · Thorough understanding of business integration methodologies, reporting, trend analysis and project management. · Strong organizational and written/verbal communication skills. · Proven ability to work with direct client interaction. Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.