We are seeking an experienced and results-oriented Program Manager to lead the performance, stability, and growth of assigned call center programs. This role is responsible for ensuring operational excellence, client satisfaction, and strong employee engagement while consistently meeting contractual obligations, service level agreements (SLAs), and business objectives.

As a Program Manager, you will provide strategic leadership to supervisors and team leads, oversee client-facing operations, analyze business performance, and champion continuous improvement initiatives. The ideal candidate thrives in a fast-paced environment, possesses strong leadership capabilities, and has a proven track record of driving operational success in a contact center setting.

What You'll Do

Operational Leadership

• Oversee the day-to-day operations of assigned call center programs to ensure performance targets, SLAs, and contractual commitments are met or exceeded.
• Monitor, analyze, and interpret operational metrics to identify trends, business risks, and opportunities for improvement.
• Develop and implement action plans to address performance gaps and drive operational excellence.
• Proactively manage escalations, operational challenges, and business continuity risks.

People Leadership & Development

• Lead, coach, mentor, and develop supervisors and team leaders through regular performance discussions, one-on-one coaching, and development planning.
• Foster a culture of accountability, engagement, collaboration, and high performance.
• Partner with Human Resources on employee relations matters, including coaching, corrective actions, performance management, and engagement initiatives.
• Support retention and succession planning efforts to strengthen leadership pipelines.

Client & Stakeholder Management

• Serve as the primary operational point of contact for assigned client programs.
• Build and maintain strong client relationships through regular business reviews, performance discussions, and strategic planning sessions.
• Collaborate closely with Recruitment, Training, Quality Assurance, Workforce Management, HR, and IT teams to ensure program success and operational effectiveness.
• Provide accurate, timely, and insightful performance reports, forecasts, and business recommendations to clients and senior leadership.

Workforce & Business Management

• Support workforce planning, scheduling alignment, and capacity management to meet evolving business and client demands.
• Ensure successful onboarding, ramp-up, and stabilization of new hires in partnership with Recruitment and Training teams.
• Maintain compliance with company policies, client requirements, labor regulations, and applicable industry standards.

Continuous Improvement

• Lead and support special projects and initiatives focused on process improvement, scalability, efficiency, and service excellence.
• Identify opportunities to enhance customer experience, operational productivity, and overall program performance.
• Drive data-based decision making to improve outcomes across people, processes, and client satisfaction.