Program Manager - Contact Center

ITCON Services is looking for a bright, motivated Program Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.

A Program Manager for a contact center oversees contact center programs, managing budgets, staff, and operations to meet strategic business objectives. Key responsibilities include leading cross-functional teams, developing and implementing new strategies, managing financial performance, ensuring operational efficiency, monitoring key performance indicators (KPIs), and resolving issues to maintain high levels of customer satisfaction. The role requires strong leadership, communication, problem-solving, and analytical skills to manage projects from inception to completion and align operations with overarching company goals.

Key Responsibilities

• Program Leadership & Strategy:

• Develop and execute program strategies, monitor progress, and coordinate efforts across multiple projects to achieve business goals.

• Financial Management:

• Manage program budgets, track expenses, and ensure financial targets are met without compromising quality.

• Operational Oversight:

• Oversee daily operations, evaluate and improve business processes and systems, and implement controls to enhance efficiency and effectiveness.

• Team Management:

• Lead, coach, and manage staff, including subcontractors and lower-level managers, assigning work and evaluating performance.

• Performance Monitoring:

• Track and report on key performance indicators (KPIs), such as efficiency, quality, and customer satisfaction, and use data to drive improvements.

• Client & Stakeholder Engagement:

• Serve as the primary point of contact for program activities, lead review sessions, and ensure client expectations are met.

• Risk & Problem Resolution:

• Identify program risks, develop solutions, and implement interventions to resolve issues and ensure timely delivery of products and services.

• Cross-Functional Collaboration:

• Work with cross-functional teams and other program managers to identify and address issues and opportunities across the organization.

Key Skills & Qualifications

• Leadership & Communication:

• Strong ability to lead teams, communicate effectively with stakeholders at all levels, and resolve conflicts.

• Strategic Thinking & Problem-Solving:

• Ability to analyze complex situations, develop innovative solutions, and make sound decisions.

• Financial Acumen:

• Experience in budget management, financial planning, and tracking performance against financial goals.

• Analytical Skills:

• Proficiency in analyzing performance data, identifying trends, and using insights to improve operations.

• Project Management Expertise:

• Ability to manage the full lifecycle of a program, from planning and execution to monitoring and completion.

• Customer Focus:

• A deep understanding of customer service principles and a commitment to achieving client satisfaction.