Program Manager

Company: Stafford Communications Group ( Learn More )

General Information
US-NJ-New Providence
N/A
4 Year Degree
Full-Time
At least 5 year(s)
Not Specified
True
False
Job Description

Job Description

  • Develop and deliver a best-in-class experience that exceeds the expectations of our clients and their customers
  • Act as the primary point of contact for client interactions and ensure program objectives are met
  • Provide consultative support to the client, including writing and documentation, program ideas and value-added initiatives
  • Provide meaningful, actionable program specific reporting and analysis
  • Hold regular calibration sessions with client to ensure continual improvement of the customer interaction
  • Oversee Team Leaders and Customer Service Representatives (CSRs) to ensure program goals are met
  • Provide performance reviews for CSRs and Team Leaders to evaluate performance, set goals and provide coaching
  • Job Requirements

    REQUIREMENTS and SKILLS

    • Minimum of 3 years call center management experience, preferably in the consumer packaged goods or healthcare industries
    • Minimum of 5 years in Customer Service - Ideally supporting products
    • Must have experience handling client and/or vendor relationships
    • Action oriented – problem solver
    • Organizational and multitasking skills are critical
    • Excellent oral and written communication and presentation skills
    • Proficient in Microsoft Word, Excel, Outlook, PowerPoint
    • Experience in call center ACD software, CRM systems and reporting
    • Vendor Account Management a plus
    • Must be authorized to work in the US without sponsorship


    Education Requirement:

    Bachelor’s or advanced degree