Candidate must be a resident of Ohio.
The Deputy Program Manager Directs, administers, and coordinates the activities of a specific program in support of policies, goals, and objectives by performing the following duties personally or through subordinate team members. The Deputy Program Manager will have the responsibility of working with the Program Manager to oversee, lead, and grow specific contact center programs, including operations management, financial management, and operations training.
Essential Duties
1. Guides and directs management in the development, production, promotion, and financial aspects of specific contact center programs.
2. Directs the preparation of short-term and long-range plans and budgets for the program based on corporate goals and growth objectives.
3. Directs, coordinates, and evaluates subordinates assigned to the contact center program.
4. Carries out program management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
5. Ensures that the responsibilities, authorities, and accountability of all direct subordinates are defined and understood.
6. Manages client deliverables and directs the activities of the staff to ensure programs are on schedule, within budget, and consistently meet the highest levels of customer satisfaction.
7. Develops project plans; coordinates projects and manages project team activities; completes projects on time and budget.
8. Establishes work plans and staffing for each program.
9. Prepares reports and provides accurate and timely information to management and clients.
10. Creates the structure and processes necessary to manage the programs current activities and projected growth.
11. Establishes operating policies consistent with the Companys policies and objectives and ensures their execution.
12. Maintains a sound plan of program organization, establishing policies to ensure adequate development of staff and to provide for capable succession.
13. Develops and installs procedures and controls to promote communication and adequate information flow within program and within the organization.
14. Ensures that all organization activities and operations are carried out in compliance with local, state, and federal regulations and laws governing business operations.
15. Evaluates the results of overall contact center program regularly and systematically and reports these results to the senior management team.
16. Maintains a productive and motivating work environment for all Contact Center employees.
17. Implements programs that meet corporate goals and objectives.
Skills
Working knowledge of hardware/software technologies used within application area, including PC and contact center-specific platforms and proficient knowledge of Microsoft Project, PowerPoint, Word, Access, and Excel. The employee must have a good understanding of the call industry including the metrics, reporting, and reporting software. Must exhibit creativity and innovation in system solutions; must be broadly focused and able to manage multiple programs concurrently
Competencies
This position requires the ability to foster a team-oriented environment and requires excellent judgment, leadership, and communication skills. The employee must have excellent presentation skills, as well as time management and organizational skills.
Education/Experience
The knowledge, skills, and abilities typically acquired through the completion of a four-year Bachelors degree program and five years or more of progressive management experience in a contact center environment or an equivalent combination of education and experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Some travel may be required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.