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Contact Center Program Manager
Entertainment & Media Industry Company
San Francisco, CA, United States
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Description
JOB TITLE & ID: Contact Center Program Manager (16WD22278)
LOCATION: San Francisco/San Rafael
Principal Duties and Responsibilities
PROJECT/PROGRAM MANAGEMENT:
• Lead the development of an integrated Contact Center Platform roadmap that supports the needs of stakeholders and users of the platform.
• Manage or ensure the effective management of programs/projects that support that roadmap. Develop and maintain program/project plan. Assist platform team members in planning, estimating, and controlling tasks. Ensure that interfaces between teams are recognized and tasks are integrated to ensure effective completion of the projects. Perform critical path analysis and develop action plans to mitigate risk. Identify and implement alternative solutions. Deliver a variety of presentations to define the contact center program and the support the program objectives.
• Define Contact Center program/project resource plan, including internal and contract resources. Develop the business case for technology programs/ projects. Recruit external partners and manage new partner application and contract renewal process. Present the program to potential partners. Monitor and analyze performance of partners through evaluations and other quantifiable means; monitor and enforce applicable requirements.
• Monitor program/project to ensure completion within defined schedule, budget, and quality parameters. Prepare and distribute various reports and updates on the status of the program to various audiences, including executive management, functional management.
• Effectively contract and communicate with stakeholders to ensure satisfaction with the Contact Center program/project management services and product delivery. Work proactively with the client to resolve critical issues. Develop strong client and stakeholder relationships and maintain effective communication channels. Consult with others on development and execution of complex program/project plans. Define practices and processes for managing client and stakeholder expectations.
• Analyze program/project metrics and trends to evaluate success of overall program. Anticipate potential issues and implement appropriate remedies.
• Monitor program/project strategies, tactics and procedures to meet changing needs of partners and the business. Gather feedback from partners through face-to-face meetings, phone calls, surveys, and other methods. Maintain the efficient and effective operation of the program by implementing changes as required.
TEAM MANGEMENT:
• Oversee plans and direct schedules as well as program/project budgets. Monitor programs/projects from initiation through delivery and interfacing with internal customers or department personnel. Organize program/project activities and interdepartmental meetings; ensures communication facilitates completion of the program/project on schedule and within budget constraints.
• Effectively lead and manage internal and external program/project resources. Negotiate assignment of critical resources and assign responsibilities. Delegate and empower others and remove obstacles. Maintain open communication among program/project team members and lead program/project review meetings. Support team members and establish healthy, collaborative relationships. Maintain enthusiasm, energy and focus in a variety of circumstances. Translate purpose and vision into clear goals for the team. Make sure every team member is on board and moving in the right direction.
• Interface with various functional groups, program/project teams and other stakeholders to effectively resolve issues and remove barriers to program success. Implement and improve procedures and processes to optimize program effectiveness.
• Serve as internal spokesperson for the program/project. Plan content and deliver internal and external program communications to the appropriate audience through various channels, including email, direct mailings, conferences, seminars, and road shows.
• Ensure clear and consistent information is distributed to partners and customers. Define content of program, both internal and external to ensure consistent and accurate messaging. Publish reference materials, brochures, and other program collateral as appropriate.
• Manage people and resource through others; part of cross-functional team required to complete the program/project.
• Coach assigned Program/Project Managers on effective team management. Manage conflict and competition between teams and across organizational lines.