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Program Manager

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Manager is responsible for identifying and managing projects that impact the customer experience/service in Care. Incumbent has specific responsibility for managing Customer Service programs/projects and all initiatives related to improving the customer experience. Core responsibilities include program design, key metric development, program analysis, reporting management and end to end project management for customer service initiative. This role will mainly support our collections and billing enhancement programs.

Duties and Responsibilities:

• Manage the strategy and implementation of large scale projects/programs related to improving the customer experience/service. Projects may include collections, billing enhancement/remediation and launching new site/processes within Care
• Program management improvement efforts and tracks initiatives across functions
• Identifies, analyzes and reports out on key performance metrics related to assigned programs. Identifies issues impacting performance and creates strategy recommendation and actions around analytical insights
• Ability to articulate outcome of analysis and present improvement recommendation to management
• Be an expert in STARSS (SMS) research and customer billing research
• Has significant interaction with CRM, IT and LC Ops in defining programs around Marketing objectives and customer service related KPIs. Also represents Care point of view to the business and is a stakeholder in Care impacting customer service programs.
• Performs other duties as assigned

Minimum Qualifications:
• 3-5 years prior work experience in call center operations and program/process management, including but not limited to:
o customer service call center experience (or equivalent providing support for call center programs and projects
o collections & billing systems
o telemarketing or inbound sales center
• Organizational skills critical and ability to document process and procedures
• Strong analytical and problem solving skills
• Excellent written and verbal communication skills
• BS/BA Degree and/or equivalent combination of education and experience preferred

Requirements and General Skills:
• Good public speaking and presentation skills
• Proven ability to multi task and handle multiple priorities in a fast paced environment
• Ability to work independently and self-initiate improvement efforts
• Interpersonal skills and ability to interact and work with staff at all levels
• Ability to work in a team environment
• Ability to pay attention to details and remain organized
• Ability to project a professional image over the phone and in person
• Commitment to external and internal customer service principles
• Energetic and entrepreneurial spirit with a willingness to take initiative and to follow through on projects
• Highly adaptable to changes in priorities and business conditions while still driving towards results
• Some travel required
• Must have legal right to work in the U.S.

Technical Skills:
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access)

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