Call Center Program Manager Job in Canton 02021, Massachusetts US
Call Center Program Manager
The process and project manager is responsible for the management of the contact center processes and for the implementation of corporate projects and initiatives that impact the contact center. S/he will work cross functionally with Marketing, IT, Sales and Operations as well as with their contact center partners to ensure the call center processes support the business need. S/he supports several moderately complex business processes and works on multiple projects as a project team member, or occasionally as a project leader.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
- Liaisons between business and technical stakeholders to elicit, analyze, communicate, and validate requirements for changes to business processes, policies, information, and information systems.
- Responsible for oversight of all non-phone related processes in the contact center. Ensures goal achievement related to those tasks for quality, productivity and service level.
- Collaborates with the internal contact center stakeholders and others throughout the Company, to collect, clarify, and translate business requirements into documentation and design.
- Acts as a project lead and relationship manager for small to medium projects, accountable for consulting with the business to understand its business goals and objectives, processes, and requirements.
- Consistently evaluates business processes and practices for improvements that would enhance the business and the customer experience.
- Ensures that all documentation is complete, accurate, easy to comprehend, and meets current documentation standards. Uses industry standard tools to create business process flow maps and diagrams.
- Leads or participates in projects that impact the contact center processes and the customers we support. Coordinates communication with all areas of the enterprise that impacts project expectations scope, budget, risk and resources of the work effort being managed.
- Works closely with the contact center training team to incorporate business process documents into training content for employees.
- Acts as a Subject Matter Expert (SME) and liaises with other SMEs as needed on testing, training and implementation of projects and processes.
- Ensures customer satisfaction with the delivered solution by involving and keeping customers engaged from initiation through project close-out.
- Some supervisory responsibility may be necessary.
EDUCATION AND/OR EXPERIENCES:
- Bachelor's degree in relevant field of study or equivalent years of related work experience required.
- 3 to 5 years of project management and/or business analysis experience.
- Prior experience in a call center environment preferred.
- Excellent written and verbal communication skills required.
- Confident, self-assured and comfortable presenting.
- Strong listening skills a must.
- Self-starter - takes initiative naturally
- Prior supervisory experience preferred.
- Formal Business Analyst training and/or project management training preferred.
- Must be Proficient with MS Word, MS Excel, MS Visio and MS Project.
*This job description is not intended to be and should not be construed as an all- inclusive list of all the responsibilities and working conditions of the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to add, modify or remove duties as necessary.
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