As a Program Manager, your role involves driving performance enhancements within our call team. You'll be responsible for monitoring performance, identifying growth areas, and implementing diverse strategies for improvement. You'll cover multifaceted improvement projects in training, process enhancements, quality reviews, and performance management, collaborating with US and PH stakeholders to set and deliver growth expectations.
Responsibilities:
- Partnering with the business to translate goals into actionable performance targets for teams.
- Collaborating with team leaders, trainers, and QA specialists to address challenges and barriers.
- Analyzing team and individual metrics to optimize performance and bridge gaps.
- Collaborating with analysts to identify growth opportunities and areas for improvement.
- Ensuring daily productivity aligns with volume and quality benchmarks.
- Initiating and leading continuous improvement projects to enhance team performance and streamline processes.
- Optimizing onboarding and training programs for new hires.
- Reviewing various inputs such as quality scores to foster a sales-oriented mindset.
- Leading by example, creating a positive work environment, and nurturing team culture.
- Results-driven mindset emphasizing goal-oriented thinking, proactive solutions, and unwavering determination.
- Extensive managerial experience in handling similar concerns.
- Proven history of consistently exceeding targets with a dedication to driving results.
- Committed to continuous improvement and innovation.
- Over 5 years of experience in leading outbound call teams, specializing in sales-driven environments.
- Strong orientation toward data-driven strategies for ongoing enhancement.
- Demonstrated leadership through example, inspiring high team performance.
- Exceptional communication skills, both written and verbal, connecting effectively with teams and management.
- Proficiency in fast-paced call center dynamics and operations.
- Passion for coaching and fostering a collaborative team culture.
