The posting
Summary The Program Director manages and directs an Inbound Contact Center in accordance with the organizations strategic mandates of Governed Growth, Achieved Profitability, Reduced Risk, and Increased Technology-Based Services. These activities are carried out in accordance with Six Sigma philosophies to obtain optimum results, ensure efficiency and economy of operations, and maximize established program objectives of the organization and our client. This position manages financials to include, but are not limited to, Profit & Loss (P&L), budget, and expense reduction. The Director will create an environment that promotes employee growth and retention. The individual directs and oversees all aspects of the client's customer service policies, objectives, and initiatives while striving to meet and exceed Alta and client metrics. The position develops and establishes procedures and policies governing customer correspondence and the handling of customer complaints. The Director will position the capabilities of Alta Resources to solve business issues on behalf of the client. They will work with the various client teams to identify trends in business problems, develop best practice solutions, and successes to design and present value-add solutions to our customers and work with internal resources and implementation teams to ensure customer expectations are communicated and exceeded.
Essential Duties & Responsibility • Creates and maintains a strong partnership with the client and explores opportunities to grow the business. • Directs and coordinates promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain competitive position in industry. • Reviews activity, operating, and sales reports to determine changes in programs or operations required. • Manages financials to include, but not limited to P & L, budget, and expense reduction. • Instills a strong sense of customer focus, professionalism and client branding throughout the team. • Prepares monthly reports to show how Client and company goals 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. • Directs 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. • Manages the team to include interviewing, hiring, training, and retaining employees; appraising performance; rewarding and disciplining employees; addressing and resolving employee relations issues. • Incorporates Six Sigma practices and philosophies into daily management to achieve client and Alta goals and to develop corporate best practices and efficiencies.
Qualifications Education: Bachelor’s Degree required. Work Experience: This level is determined by the following criteria: Generates, $3.5 million to $10 million dollars in annual revenue Requires five or more years of management experience (call center management preferred) and two years of experience in a leadership role with financial accountabilities including profit and loss.
Additional Skills • Strong leadership skills which includes interaction management (i.e. coaching, mentoring, and presentation skills). • 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. • Project Management Skills (manage multiple tasks and projects), and Client Relations Management. • Knowledge in financial & staffing forecasting and analysis, as well as quantitative and qualitative analysis (using various statistical tools and techniques. • Ability to be a self starter and to lead, develop and train personnel in a high performing, diversified, every 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. • Has passion to lead. • Ability to professionally and effectively interact with diverse backgrounds and perspectives. • Ability to effectively present information, give presentations, and respond to questions from groups of managers, clients, customers, and staff. • 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. • Ability to maintain a high level of confidentiality by handling sensitive and private employee, client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements. • Proven track record of reliability and a strong work ethic is a must. • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. • In-depth understanding of the dynamics of a BPO provider • English proficiency required
Work Environment Alta Resources is an equal employment opportunity employer.
