Program manager Call Center-Remote preference close to NY/NJ/CT)
Title Program manager Call Center
Location-Remote preference close to NY/NJ/CT)
Job Description:
Program manager Call Center
About this Role:
The ideal candidate is an experienced program manager with experience implementing cloud-based Call Center applications.
This program manager should have 4+ years of working with 3rd party vendors and can effectively oversee strategic programs or projects that involve multiple workstreams/departments.
They are skilled in managing initiatives from start to finish, leading cross-functional teams and ensuring ongoing program success.
They are adept at guiding stakeholders through important decisions, coordinating activities, and driving process improvements.
Furthermore, they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies that optimize ROI, customer satisfaction, and overall organizational performance.
Responsibilities
- Migrating from a legacy call center application to a SaaS/cloud solution
- Responsible for planning, directing, and coordinating complex product/program implementation including Call Center Applications
- Documents scope, objectives and ensures they align with expected business outcomes.
- Develops and manages project plans, including scheduling and resource tracking
- Defines and implements program/project management standards and processes.
- Ensures timely production and approval of deliverables from business and technology partners.
- Proactively identifies and manages project risks and dependencies.
- Established program governance and provides clear communication to all program stakeholders, including senior management.
- Serves as the primary point of contact for program management-related inquiries.
- Works closely with vendors, cross-functional teams, and stakeholders to plan and develop project scope, resources, and timelines.
- Manages project risks, issues, and decisions, prioritizing them effectively.
- Develops and manages project budgets, delivering against business goals.
- Builds and maintains strong vendor and business partner relationships.
- Contributes to internal initiatives to drive efficiencies and best practices.
Skills and Qualifications
- Bachelor s degree.
- 5+ years of program/project management experience with a focus vendor integration and SaaS implementations.
- 2+ years of experience with Call Centers and Call Center applications
- Strong leadership, time management, facilitation, and organizational skills
- Strong analytical, problem-solving, and conceptual skills
- Strong working knowledge of change management principles.
- Solid teamwork and interpersonal skills, with the ability to communicate and persuade stakeholders, vendors and management at all levels and thrive in a cross-functional environment.
- Stakeholder management skills in large complex project/program with Internal and external teams preferred.
- Genesys Cloud Call Center experience highly preferred
- Located in or around Long Island, NY is a plus
Regards,
Sai Srikar
Email:
Title Program manager Call Center
Location-Remote preference close to NY/NJ/CT)
Job Description:
Program manager Call Center
About this Role:
The ideal candidate is an experienced program manager with experience implementing cloud-based Call Center applications.
This program manager should have 4+ years of working with 3rd party vendors and can effectively oversee strategic programs or projects that involve multiple workstreams/departments.
They are skilled in managing initiatives from start to finish, leading cross-functional teams and ensuring ongoing program success.
They are adept at guiding stakeholders through important decisions, coordinating activities, and driving process improvements.
Furthermore, they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies that optimize ROI, customer satisfaction, and overall organizational performance.
Responsibilities
- Migrating from a legacy call center application to a SaaS/cloud solution
- Responsible for planning, directing, and coordinating complex product/program implementation including Call Center Applications
- Documents scope, objectives and ensures they align with expected business outcomes.
- Develops and manages project plans, including scheduling and resource tracking
- Defines and implements program/project management standards and processes.
- Ensures timely production and approval of deliverables from business and technology partners.
- Proactively identifies and manages project risks and dependencies.
- Established program governance and provides clear communication to all program stakeholders, including senior management.
- Serves as the primary point of contact for program management-related inquiries.
- Works closely with vendors, cross-functional teams, and stakeholders to plan and develop project scope, resources, and timelines.
- Manages project risks, issues, and decisions, prioritizing them effectively.
- Develops and manages project budgets, delivering against business goals.
- Builds and maintains strong vendor and business partner relationships.
- Contributes to internal initiatives to drive efficiencies and best practices.
Skills and Qualifications
- Bachelor s degree.
- 5+ years of program/project management experience with a focus vendor integration and SaaS implementations.
- 2+ years of experience with Call Centers and Call Center applications
- Strong leadership, time management, facilitation, and organizational skills
- Strong analytical, problem-solving, and conceptual skills
- Strong working knowledge of change management principles.
- Solid teamwork and interpersonal skills, with the ability to communicate and persuade stakeholders, vendors and management at all levels and thrive in a cross-functional environment.
- Stakeholder management skills in large complex project/program with Internal and external teams preferred.
- Genesys Cloud Call Center experience highly preferred
- Located in or around Long Island, NY is a plus
Regards,
Sai Srikar
Email: