Support Services Group is a customer-centric organization that values excellence in delivering quality service. Our business plays a critical role in enhancing customer satisfaction and fostering long-term relationships. We are looking for a highly skilled Program Manager to lead our call center operations and drive impactful improvements. The Program Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring optimal performance, efficiency, and adherence to service-level agreements (SLAs). The ideal candidate will have significant experience in managing large call center teams, optimizing processes, and implementing strategies to achieve operational excellence. Job Duties and Responsibilities: + Manage a team of call center representatives to ensure quality customer service and achievement of goals. + Develop and implement call center strategies, policies, and procedures to improve operations and customer satisfaction. + Train, coach, and motivate call center representatives to enhance their skills and performance. + Monitor call center metrics, such as average handling time, service level, and customer satisfaction, to track progress and identify areas for improvement. + Handle customer complaints and escalations in a timely and efficient manner to maintain customer loyalty and prevent negative reviews. + Collaborate with other departments, such as IT and marketing, to ensure seamless operations and consistent brand messaging. + Conduct regular performance evaluations and provide constructive feedback to call center representatives to promote professional growth and development. + Manage call center budget and resources to ensure cost-effectiveness and efficient operations. + Maintain up-to-date knowledge of industry trends, technology, and best practices to continuously improve call center operations. + Foster a positive work culture and team environment to promote employee engagement and retention. Education and Experience: + Bachelor's degree in Business Administration, Operations Management, or a related field. + Experience as Operations Manager or Program Manager is a must. + Minimum of 3-5 years of experience in a call center leadership or management role. + Proven experience in customer service, team management, and process improvement. Skills and Competencies: + Excellent English verbal and written communication skills for customer interactions and team collaboration. + Strong leadership and people management skills to effectively train, coach, and motivate a team. + Proficiency in call center software, CRM systems, and reporting tools. + Analytical and problem-solving skills to monitor key performance metrics and drive improvements. + Ability to handle customer complaints and escalations professionally and efficiently. + Strong organizational and time-management skills to oversee operations and meet goals. + Budget management experience to ensure cost-effective call center operations. Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.