Program Manager

Support Services Group is a leading U.S.-based global provider of high-touch omnichannel outsource contact center solutions.

Founded in 1998, our award-winning customer experience (CX) solutions have created exceptional outcomes for more than 50 of the world’s top brands and their customers.

We are an ambitious team of game changers who thrive on solving complex problems.

Objectives of this role

• Reports to Senior Operations Manager
• Works with Client Success Account Manager and SOM to ensure seamless communication
• Process Coordination (including change management)
• Strategize, implement, and maintain program initiatives that adhere to organizational objectives
• Develop inspection program assessment protocols for evaluation and improvement
• Maintain organizational standards of satisfaction, quality, and performance and to ensure maximum productivity of agents.
• Identify trends for reporting coaching and training needs related to all performance KPIs including QA evaluations

Responsibilities

• Work closely with SOM, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives
• Record and maintain a centralized log of all process changes, including dates of notification, effective dates, and details descriptions of directives, involved parties responsible, processes, and audits
• Collaborate with department leads to gather context and approval for documented changes.
• Track the status of proposed, in-progress, and completed process modifications.
• Maintain version control and audit trails for all documentation.
• Assist in updating standard operating procedures (SOPs) and internal manuals.
• Generate regular reports summarizing recent changes for leadership and quality teams.
• Identify inconsistencies in process documentation and suggest areas for improvement.
• Ensuring information related to process change/updates is being cascaded to all parties, including sign off process for understanding and audits to see that the responsible parties are adhering to procedures.
• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
• Work with all parties to identify risks and opportunities across multiple peer groups within the department
• Analyze, evaluate, and overcome program risks, including employee attrition and produce program reports for managers and stakeholders
• Performance measurements: Define and communicate key performance measures and develop frameworks to support them. The goals must be defined and cascaded and all measurements must be against the goals.
• Process improvement: Identify areas for improvement and make recommendations to enhance efficiency and productivity not limited to asking for training, assigning coaching meetings with management, identifying the need for individual trainings versus group trainings, refresher trainings etc
• Leadership collaboration: Work with stakeholders (clients and/or all members of leadership) to help them decide what to measure and to share insights
• Best practices: Champion best practices in performance analysis and support others to improve their data interpretation
• System evaluation: Assess systems to determine how well they perform their intended functions, report any inaccuracies or inefficiencies as it relates to the systems via ticketing system
• Risk evaluation: Evaluate risk to performance
• Best practices monitoring for incentives/contests – managing the money that is awarded by the client, reporting back how the money was used with copies of the receipts

Required skills and qualifications

• Apply with resume in English.
• Exceptional skills in leadership, time management, facilitation, and organization
• Working knowledge of (tools, excel etc)
• Outstanding knowledge of change management principles and performance evaluation processes.
• Excellent organizational and written communication skills.
• Strong attention to detail and accuracy.
• Proficient in using documentation tools such as Word, Excel, or process management software.
• Ability to work independently and cross-functionally.
• Previous experience in process documentation, compliance, or administrative support preferred.

Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.