Program Manager - Remote

Overview

The Program Manager oversees a network of approximately 3,000 agents across multiple outsourcing partners, ensuring operational accountability and financial efficiency.

In Short

• Manage a network of agents to ensure operational efficiency.
• Validate staffing vs. projections and monitor schedule adherence.
• Authorize staffing adjustments and manage productivity metrics.
• Conduct performance reviews with vendors and enforce contracts.
• Coordinate with workforce management for optimal staffing.
• Ensure consistent operational processes across vendors.
• Monitor vendor health to prevent service interruptions.
• Conduct audits to ensure billing accuracy.
• Work effectively with diverse vendors across geographies.
• Make quick decisions on vendor performance and volume management.

Requirements

• 7+ years of experience in BPO with WFM and operational background.
• Experience managing large-scale operations across geographies.
• Bachelor’s degree in Business, Finance, Supply Chain, or Operations Management.
• Familiarity with WFM tools and BPO reporting dashboards.
• Experience with SOWs and understanding SLA structures.

Benefits

• Opportunity to work with a global leader in contact center solutions.
• Engagement in a dynamic and diverse work environment.
• Potential for career growth and development.
• Access to advanced tools and technologies in the industry.
• Contribute to delivering exceptional customer care.