Industry Job Title

Project Management & Planning Operations Senior Manager

Required skills

Solid contact center management experience. Experience with alternate channels (text/email /web/etc) management.
Experience managing centers/workgroups with more than 250 agents.

Desired skills

Healthcare/Insurance experience.

Specific Job Description

The Alternate Channels Program Manager shall be responsible for the oversight of all alternate channels operations (written correspondence, e-mail and web chat). S/he shall be responsible for developing, implementing and overseeing all strategic business plans and initiatives for the alternate channels to achieve operational efficiencies and optimize customer service. The alternate channels Program Manager shall be the main point of contact on alternate channel issues.

Standard Job Description

Manages the operational aspects of ongoing projects and serves as liaison between project management and planning, project team, and line management. Responsible for coordinating subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions. Oversees the status of projects and budgets; manages schedules and prepares status reports. Monitors the assessment of project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives. Insures the development of mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients.

Typical Minimums

Appropriate degree from an accredited college, or equivalent experience/combined education, with professional experience and specialized training commensurate with assignment.