Program Manager, Call Center

3 weeks ago

Sacramento, California, United States Greenberg-Larraby, Inc. (GLI) Full time
Job Summary

We are seeking a highly skilled Program Manager, Call Center to oversee the daily operations of our virtual triage service. This is a critical role that requires strong leadership and communication skills to ensure the smooth performance of our call center team.

Key Responsibilities
  • Oversee the daily operations of the call center team to ensure performance metrics are met.
  • Maintain updated knowledge of call center performance requirements, corporate policies, and project procedures.
  • Provide assistance and updates to staff regarding policies and procedures.
  • Evaluate the need for training to ensure staff maintains current knowledge of multiple programs.
  • Collaborate with customers to ensure open communication, cooperation, and timely issue resolution.
  • Address inadequate quality issues with supervisory and management teams.
  • Monitor performance goals and objectives for call center staff and complete daily and weekly reports.
  • Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.
  • Monitor call center compliance with ISO standards as applicable.
  • Implement necessary corrective actions to ensure consistent application of laws, regulations, policies, and procedures.
  • Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
  • Responsible for identifying and resolving issues, problems, and concerns with employees.
  • Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
  • Provide direction to staff when complaints are escalated to management level.
Requirements
  • Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
  • Three (3) years of people management experience.
  • Ability to obtain US Security Clearance.
  • 5-7 years of relevant work experience managing multiple contact centers in lieu of degree.
  • Experience in customer service, performance evaluation, and process improvement.
  • Experience in large volume staff training and coaching.
Preferred Qualifications
  • Excellent written and oral communication skills.
  • Strong interpersonal skills with the ability to build relationships at all levels.
  • Proactive, self-starter with the ability to work well in a team environment.
  • Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking.
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long-Term Disability
  • Training & Development
  • Work From Home

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