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Surround yourself with encouraging individuals who value leadership development, teamwork, new ideas and innovative thinking.

North Bergen Program Manager
North Bergen, NJ

If you thrive when leading a team and have incredible customer service and problem-solving skills, we are looking for you!

You will be responsible for managing a team of Representatives and in some cases Team Leaders. The Program Manager is responsible for the success of the team and for the client relationship and reports to the Director of Operations.

 

Responsibilities

  • Oversee Team Leaders, Lead Representatives and Customer Service Representatives to ensure program goals are met
  • Interface at regularly scheduled intervals with client providing program updates and ensuring a clear information flow between the client and the operation
  • Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery
  • Train newly hired CSRs on client specific competencies
  • Review daily productivity reports and Key Performance Indicators (KPIs) adjust schedules and provide coaching to CSRs as necessary
  • Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs
  • Partner with the client to maintain high quality of service and current product/procedural information
  • Interview prospective CSRs and evaluate candidates on predicted job fit, soft skills and program specific requirements
  • Manage program budget and billables on a daily, weekly, and monthly basis
  • Create monthly, quarterly, or yearly reports on program’s activities
  • Identify and react to trends in activity, with a strategic mindset
  • Provide creative solutions to obstacles
  • Oversee employee schedules in order to ensure that program goals and KPIs are being met

Knowledge, Skills, and Abilities

  • Continually maintain working knowledge of all company products, services, and promotions
  • Knowledge of program specific material to train and answer questions from CSRs regarding products or procedures
  • Knowledge of interviewing techniques and the ability to identify quality candidates
  • Responsible for evaluating team performance, setting goals and overseeing the completion of these goals
  • Ability to effectively communicate goals and objectives as well as motivate a team to achieve them
  • Responsible for coaching CSRs and documenting both quantitative and qualitative performance
  • Represent and interact with clients in a professional and positive manner
  • Demonstrated ability to multitask in a fast-paced environment
  • Ability to motivate a team to do their best in order to reduce turnover and promote workplace satisfaction

Requirements

  • College degree required
  • 5+ years of experience in the customer service field with a minimum of 3 years of call center leadership experience in managing operational teams and client relationships
  • Excellent oral and written communication skills

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHY US?

  • We inspire and develop employees to be their best
  • We create experiences that inspire and make a difference
  • We nurture a network of business partners to bring the best solutions to our clients

EEO Statement

American Customer Care is an equal opportunity employer.  We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state or local law.

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