FCR Program Manager in Great Falls, Montana
FCR is looking for Leaders to join our ever-growing team in Great Falls, Montana!
FCR has built a new class of high-quality, domestic-based contact center and business process outsourcing solutions. Our mission is to provide innovative support for innovative companies. We offer supportive leadership, the best culture a workplace can provide, and a full benefit package. It may be time to join the most dynamic, diverse, and forward-thinking company out there. We are currently accepting Program Manager applicants to add to our growth in Great Falls.
This position is primarily responsible for managing day-to-day Contact Center Operations and is the primary point of contact for FCR’s clients. Program Managers must balance FCR’s needs along with the needs of our clients while maximizing satisfaction for both.
HERE IS WHAT YOU WILL DO
As a Program Manager, you will work directly with the Site Director to ensure FCR’s client and company needs are balanced. Program Managers negotiate the ebb and flow of our clients’ programs to ensure satisfaction for all stakeholders. As a Program Manager you will attend weekly meetings internally and with our clients to discuss current trends, quality, upcoming events, project planning, and current project status. You will proactively communicate new ideas and wins to the client and to all levels within the organization.
Program Managers are responsible for creating frequent business reviews and reporting and communicate regularly with the client, senior leaders, and all team members. Your responsibilities include managing your team hours and ensuring appropriate staffing is available. You will work with our Recruiting and Training department to ensure all requirements are met and within the specified timelines. Program Managers are responsible for understanding and ensuring fulfillment of contracts between FCR and our clients. You will identify, explain and set goals for key performance indicators for your program. You will support supervisors and front-line colleagues by providing them with clear direction and setting attainable goals.
You should be able to understand and discuss Workforce Management concepts with competence and confidence. Program Managers are also responsible for volume and revenue forecasting as well as performing end of month billing and reporting processes. You will be expected to collaborate with your peers, share best practices, and accept feedback from all levels or the organization. Program Managers must understand and implement FCR’s coaching techniques and communicate our performance management philosophy. This position also plays a critical role in front-line colleague development and career pathing. In this position you will ensure that Supervisors are meeting and exceeding expectations for their roles while empowering them to support and drive a unique culture based on our company values.
Skilled at providing effective leadership to a large team
Capable of training and mentoring individuals and/or a group
Ability to interact at a high level with clients and internal leadership
Understand the importance of adapting to an ever-changing environment
Able to effectively communicate both verbally and in writing
Solid organizational skills
Strong analytical skills
Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook) – Gmail, Google Apps, Blue Jeans, and Slack are a plus.
Associates Degree preferred with 2-4 years previous call center management experience highly desirable
Qualified candidates that meet the required skills and experience are asked to apply
Keyword: Contact center management, leadership