Program Director

2 weeks ago

Fort Myers, United States Alta Resources Full time

Alta Resources is Hiring

The Program Director manages and directs an Inbound or Outbound Contact Center in accordance with the organizations 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 not limited to, P & L, budget, and expense reduction. The Program Director will create an environment that promotes employee growth and retention. 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. Client contract review, negotiation and SOW are critical aspects of this position

The Program Director 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.
Essential Duties & Responsibility
Other duties may be assigned.
- Creates and maintains a strong partnership with the client
- Directs 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
- Directs 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

Leadership Responsibilities

**Qualifications**:
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 fulfi

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