FL NB Program Manager

Alta Resources•Fort Myers, FL

About The Position

The Program Manager manages and directs an Inbound or Outbound Contact Center in accordance with the organization’s strategic mandates, applying Six Sigma philosophies to achieve optimum results, efficiency, and economy of operations, and to maximize program objectives for both the organization and its clients. This role involves managing financials, including P&L, budget, and expense reduction, and fostering an environment that promotes employee growth and retention. The Program Manager oversees all aspects of the client's customer service policies, objectives, and initiatives, aiming to meet and exceed Alta and client metrics. Key responsibilities include developing and establishing procedures and policies for customer correspondence and complaint handling, as well as client contract review, negotiation, and Statement of Work (SOW). The Program Manager is also responsible for leveraging Alta Resources' capabilities to address client business issues, working with client teams to identify trends, develop best practice solutions, and present value-add solutions, while collaborating with internal resources to ensure customer expectations are met and exceeded.

Requirements

Ability to be a self-starter and to lead, develop and train personnel in a high performing, diversified, ever changing, team based, global environment
Displays a high level of confidence, enthusiasm and a proactive, positive attitude with the desire to succeed, motivate and develop teams, and exceed client expectations
Has a passion to lead and serve others
Professionally and effectively interact with diverse backgrounds and perspectives, while demonstrating advocacy and a genuine interest in team members, direct reports and others while maintaining an open line of communication
Provides clear expectations, feedback and recognition
Proven ability to retain employees, customers, and/or clients
Excellent interpersonal, verbal and written business communication skills
Ability to establish rapport, lead, coach and motivate, builds relationships and loyalty with external and internal team, clients and leaders, and remains tactful when communicating negative information
Ability to effectively present information, give presentations, and respond to questions from groups of managers, clients, customers, and staff
Ability to display patience, empathy, active listening skills, and stress management while ensuring internal staff and client needs are fulfilled in a timely and satisfactory fashion
Proven ability to adapt coaching styles to provide positive as well as negative feedback
Provide constructive feedback that is specific and encourages employees to perform at an optimal level at all times
Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision
Strong organization and time management skills
Ability to remain focused and productive with tasks
Strong attention to detail and accuracy
Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner
Exercises good judgment
Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the client
Knows when to involve upper management
Demonstrates skills at analyzing trends and assist in creating action place that determine a solution
Manages expenses in line with departmental budgets and corporate business conditions
Ability to maintain a high level of confidentiality by handling sensitive and private employee, client and customer information in accordance with Alta Resources and Client's policies and regulatory requirements
Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines
Enforces and supports all company policies and procedures
Fully support the company's commitment to safety and the environment and strive to maintain a clean, healthy and safe workplace
Proven ability to meet deadlines and key metrics, work independently, as a leader and team player, and deliver results
Embraces change and is flexible to the needs of the team and business
Demonstrates the ability to support or lead in change management
Proven track record of reliability and a strong work ethic is a must
Must have the ability to travel as necessary and a personal credit card with an available credit limit for expenses which are reimbursed
Bachelor's degree from four-year College or university is required
Two or more years of management experience
Scope of client responsibility is $1.5 million to $4.99 million dollars in annual revenue
Working knowledge of computer technology that includes: Windows, PowerPoint, Advanced Word and Excel, along with Client designated software
Ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
Ability to write speeches and articles for publication that conform to prescribed style and format
Ability to effectively present information to top management, public groups, and/or boards of directors
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems
Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.) in its most difficult phases
Ability to deal with a variety of abstract and concrete variables

Nice To Haves

Contact center management preferred
Experience in a leadership role with financial accountabilities including profit and loss is preferred

Responsibilities

Creates and maintains a strong partnership with the client
Manages and coordinates promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain competitive position in industry
Consults with administrative personnel and reviews activity, operating, and sales reports to determine changes in programs or operations required
Manages financials to include, but are not limited to P & L, budget, and expense reduction
Instills a strong sense of customer focus, professionalism and client branding throughout the team
Incorporates Six Sigma practices and philosophies into daily management to achieve client and Alta goals and to develop corporate best practices and efficiencies
Prepares monthly reports to show how Client and company goals and metrics are being met and exceeded and to identify issues that need to be resolved in meeting program objectives
Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow
Manages research activities concerned with gathering information or with compilation of statistics pertinent to planning and execution of Client objectives
Promotes organization in industry, manufacturing or trade associations
Maintains a high level of team morale and motivation to create an environment that promotes employee growth and retention
Develops and manages a high performing team to cultivate learning, sharing, communication and shaping team dynamics
Travel as required; in order to meet the travel requirements, must have a personal credit card and an available credit limit for expenses which are reimbursed
Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position
Supervises and carries out leadership responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving issues
Active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies