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North Bergen Program Manager

Company: Premiere Response
Location: North Bergen
Posted on: May 15, 2020

Job Description:

North Bergen Program Manager

North Bergen, NJ

If you thrive when leading a team and have incredible customer service and problem-solving skills, we are looking for you! You will be responsible for managing a team of Representatives and in some cases Team Leaders. The Program Manager is responsible for the success of the team and for the client relationship and reports to the Director of Operations.


  • Oversee Team Leaders, Lead Representatives and Customer Service Representatives to ensure program goals are met
  • Interface at regularly scheduled intervals with client providing program updates and ensuring a clear information flow between the client and the operation
  • Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery
  • Train newly hired CSRs on client specific competencies
  • Review daily productivity reports and Key Performance Indicators (KPIs) adjust schedules and provide coaching to CSRs as necessary
  • Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs
  • Partner with the client to maintain high quality of service and current product/procedural information
  • Interview prospective CSRs and evaluate candidates on predicted job fit, soft skills and program specific requirements
  • Manage program budget and billables on a daily, weekly, and monthly basis
  • Create monthly, quarterly, or yearly reports on program's activities
  • Identify and react to trends in activity, with a strategic mindset
  • Provide creative solutions to obstacles
  • Oversee employee schedules in order to ensure that program goals and KPIs are being met


    • College degree required
    • 5+ years of experience in the customer service field with a minimum of 3 years call center leadership experience in managing operational teams and client relationships
    • Excellent oral and written communication skills

      Other Duties

      Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

      Knowledge, Skills, and Abilities

      • Continually maintain working knowledge of all company products, services, and promotions
      • Knowledge of program specific material to train and answer questions from CSRs regarding products or procedures
      • Knowledge of interviewing techniques and the ability to identify quality candidates
      • Responsible for evaluating team performance, setting goals and overseeing the completion of these goals
      • Ability to effectively communicate goals and objectives as well as motivate a team to achieve them
      • Responsible for coaching CSRs and documenting both quantitative and qualitative performance
      • Represent and interact with clients in a professional and positive manner
      • Demonstrated ability to multitask in a fast-paced environment
      • Ability to motivate a team to do their best in order to reduce turnover and promote workplace satisfaction

Keywords: Premiere Response, North Bergen , North Bergen Program Manager, Executive , North Bergen, New Jersey

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