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Job Title: Sr IT Project Mgmt Specialist (Program Manager) - Global Contact Center Services

Job Summary:
The Program Manager for Global Contact Center Services will oversee and lead comprehensive service programs that enhance the efficiency and effectiveness of our contact center operations. This role requires a skilled individual with extensive experience in managing automated contact distribution (ACD), interactive voice response (IVR), intelligent virtual assistants (IVA), chat support systems, workforce management (WFM), visual support services, customer surveys, and analytics. The successful candidate will ensure that these services are aligned with organizational objectives and deliver a superior customer experience.

Key Responsibilities:

1. Program Management:

• Lead the planning, execution, and delivery of contact center service programs, ensuring alignment with business goals.

• Develop and maintain a comprehensive program roadmap that outlines key initiatives, milestones, and deliverables.

• Monitor and report on program progress to stakeholders, presenting updates on performance metrics and outcomes.

2. ACD and IVR Management:

• Oversee the implementation and operation of ACD systems to optimize call routing and distribution.

• Collaborate with IT and vendor partners to design and enhance IVR systems, ensuring scalability and user-friendliness.

• Analyze call flow patterns and make recommendations for IVR improvements that can enhance customer self-service options.

3. Chat and IVA Integration:

• Manage the integration and deployment of chat services and intelligent virtual assistants (IVA) within the contact center.

• Collaborate with UX/UI designers to customize chat interfaces that provide seamless interactions for users.

• Assess IVA performance metrics to improve bot responses and enhance customer satisfaction.

4. Workforce Management (WFM):

• Implement effective workforce management strategies to optimize staff scheduling, ensuring that resource allocation meets service level targets.

• Coordinate with human resources to develop training programs that enhance agent skills and capabilities.

• Monitor workforce performance and provide insights to improve overall efficiency and agent productivity.

5. Visual Support Services:

• Oversee the deployment and management of visual support tools to enhance customer engagement and issue resolution.

• Develop protocols for effective use of visual support features, ensuring agents are trained in best practices.

• Evaluate the impact of visual support on customer experience and operational efficiency.

6. Surveys and Customer Feedback Analysis:

• Design, implement, and manage customer surveys to gather feedback on contact center services.

• Analyze survey data and propose actionable improvements based on insights gathered from customer satisfaction and experience.

• Prepare and present reports on survey findings to stakeholders, highlighting trends and opportunities for service enhancements.

7. Analytics and Reporting:

• Develop and oversee analytics frameworks to measure contact center performance metrics, including response time, resolution rates, and customer satisfaction scores.

• Use data-driven insights to identify areas for operational improvement and optimize contact center processes.

• Collaborate with IT teams to implement reporting tools and dashboards that provide real-time insights into performance metrics.

8. Cross-Functional Collaboration:

• Work closely with cross-functional teams, including IT, marketing, and operations, to ensure program alignment and successful implementation of service enhancements.

• Act as a liaison between contact center operations and other departments to promote effective communication and collaboration.

• Foster a culture of continuous improvement, encouraging innovation and adopting best practices across the organization.

9. Vendor Management:

• Manage relationships with third-party vendors and service providers, ensuring quality and performance expectations are met.

• Negotiate contracts and service-level agreements to optimize costs and service outcomes.

• Regularly evaluate vendor performance and implement changes as necessary to improve service delivery.

10. Risk Management:

• Identify potential risks associated with contact center programs and develop mitigation strategies.

• Ensure compliance with all relevant regulations and industry standards in the management of contact center services.

Qualifications:

• Bachelor’s degree in Business Administration, Telecommunications, Information Technology, or a related field; MBA preferred.

• A minimum of 7 years of experience in program management, ideally in a contact center or telecommunications environment.

• Proven expertise in ACD, IVR, IVA, chat systems, WFM, and analytics.

• Strong project management skills, including experience with Agile methodologies.

• Exceptional analytical and problem-solving abilities, with a data-driven approach.

• Excellent communication and interpersonal skills, capable of working with diverse teams and stakeholders.

• Experience managing vendor relationships and service-level agreements.

Desired Skills:

• Knowledge of contact center technologies and trends.

• Familiarity with CRM software and customer engagement platforms.

• Experience in customer feedback analysis and implementing improvement initiatives.

Additional Information

• JOB ID: HRD260470
• Category: Information Technology
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 03
• Referral Bonus: 15000
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Exempt