Call Centre Program Manager

POSITION OVERVIEW CALL CENTRE PROGRAM MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking to add an experienced Call Centre Program Manager to support complex business process outsourcing accounts. This role will oversee enterprise and public sector client relationships and service delivery. This is an onsite position in Sydney, NS. This is a senior-level position requiring experience in account management of contact centre clients. Experience in both contact centre operations and client services or account management is preferred. Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.  To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. -------------- - POSITION RESPONSIBILITIES The Program Manager is responsible for managing and developing supervisors and all other operational management associated with day-to-day contact centre operations. Operationally, the Program Manager is responsible for developing and implementing all operational strategies that ensure that performance, culture, and overarching contact centre controls and processes align with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment, and leadership. Manage Sales Supervisors Oversee quality, production, and hours Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives Manage metrics, performance criteria, policies, and procedures to continuously improve call centre productivity Directs sales forecasting activities and sets performance goals and objectives accordingly Review and provide guidelines and best practices for maintaining a competitive edge Develop and support strategy to ensure customer satisfaction on all sales transactions Analyze and respond to changing market conditions, including competitive benchmarking Analyze trends which include producing statistical reports on individual performance and sales trends Provide team motivation and development to maximize sales opportunities Responsible for the overall performance and productivity of Supervisors Responsible for weekly payroll review and submission to ensure correct entries Building management of all building maintenance Responsible for the physical security of the building Other duties and responsibilities as assigned CANDIDATE QUALIFICATIONS Qualified candidates will be willing to learn new products, processes, and technology. Candidates should be positive, driven, and confident individuals that will professionally represent the company and its customers.  Other Program Manager Qualifications Include: Requires 5+ years of experience Must have the ability to learn customer service software applications Proficient in Microsoft Office Suite products Experience in managing complex business process Effective communication skills Problem-solving and analytical ability Ability to multi-task in a fast-paced environment High school diploma or equivalent Minimum 18 years of age Lean Six Sigma, Six Sigma, and project management certification are a plus CONDITIONS OF EMPLOYMENT Must be authorized to work in their country of residence (The United States or Canada) Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year. Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location. JUST A FEW OF THE BENEFITS Medical, Dental, and Vision Coverage Options Paid Time-Off Advancement Opportunity Fun, Engaging Work Environment Casual Dress Code Cash and Prize Contests PHYSICAL REQUIREMENTS This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, .