Program Manager

Responsibilities

• Lead and manage end-to-end customer service and contact center programs.
• Own operational performance against KPIs, SLAs, quality, productivity, CSAT, AHT, FCR, and service-level targets.
• Act as the primary point of contact for clients and senior stakeholders.
• Conduct regular client reviews, business reviews, performance presentations, and operational updates.
• Build strong client relationships and proactively manage expectations, escalations, and service issues.
• Lead cross-functional teams across Operations, Quality, Training, Workforce Management, HR, IT, and other support functions.
• Identify operational gaps and implement process improvement and continuous improvement initiatives.
• Analyze performance data and develop actionable insights, reports, and dashboards.
• Drive root-cause analysis and corrective/preventive actions for recurring operational issues.
• Manage staffing, capacity, productivity, and resource requirements in partnership with Workforce Management.
• Establish governance mechanisms, operating rhythms, and performance-management frameworks.
• Lead transformation, automation, and change-management initiatives to improve customer experience and operational efficiency.
• Manage risks, dependencies, issues, and escalations throughout the program lifecycle.
• Ensure compliance with company policies, client requirements, and applicable quality standards.
• Mentor and develop operations leaders and high-performing teams.
• Present strategic recommendations and business updates to senior leadership and clients.

Required Qualifications

• Bachelor's degree in Business Administration, Operations, Management, or a related field.
• 6+ years of experience in customer service, contact center, BPO, operations, or program management.
• Proven experience managing client-facing programs and stakeholder relationships.
• Strong understanding of contact center metrics, including AHT, CSAT, FCR, SLA, service level, quality, occupancy, and productivity.
• Experience leading large teams and managing multiple operational functions.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Demonstrated experience in process improvement and operational excellence.