Work Force Manager Job Description:
Summary: Directs, administers, and coordinates the activities of a specific program in support of policies, goals, and objectives by performing the following duties personally or through subordinate team members.The Program Manager will have the responsibility of overseeing, leading, and growing specific contact center programs, including operations management, financial management, and operations training.
Essential Duties
JOB DUTIES
Guides and directs management in the development, production, promotion, and financial aspects of specific contact center programs.
Directs the preparation of short-term and long-range plans and budgets for the program based on corporate goals and growth objectives.
Leads, coordinates, develops, and evaluates workforce analysts assigned to the contact center program.
Manages client deliverables and directs the activities of the staff to ensure programs are on schedule, within budget, and consistently meet the highest levels of customer satisfaction.
Creates the structure and processes necessary to manage the programâs current activities and projected growth.
Evaluates the results of overall contact center program regularly and systematically and reports these results to the senior management team.
Maintains a productive and motivating work environment for all Call Center employees.
Skills: Working knowledge of hardware/software technologies used within application area, including PC and contact center-specific platforms and proficient knowledge of Microsoft Project, PowerPoint, Word, Access, and Excel. The employee must have a good understanding of the call industry including the metrics, reporting, and reporting software.
Competencies: This position requires the ability to foster a team-oriented environment and requires excellent judgment, leadership, and communication skills. The employee must have excellent presentation skills, as well as time management and organizational skills. Must exhibit creativity and innovation in system solutions; must be broadly focused and able to manage multiple programs concurrently.
Education/Experience: The knowledge, skills, and abilities typically acquired through the completion of a four-year Bachelorâs degree program and ten years or more of progressive management experience in a contact center environment or an equivalent combination of education and experience.
Licenses/Certifications: N/A
Mental and Physical Demands and Limitations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.
Travel: Some travel may be required.
EEO/VET/Disabled
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