NorthBergenRecruiter Since 2001
the smart solution for North Bergen jobs

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.

Responsibilities



  • 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

    Requirements



    • 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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Clinical Site Manager (CRA) - New York (Home-based)
Description: Parexel has launched a new clinical operating model to drive effectiveness, reduce hand-offs and increase employee, client and site satisfaction. Within this model, the Clinical Site Manager CSM , formerly (more...)
Company: PAREXEL
Location: Port Reading
Posted on: 05/29/2020

Principal, Relationship Management
Description: BNY Mellon Securities Corporation seeks a Principal, Relationship Management in NewYork, NY, to independently develop the strategic plan for managing and growingexisting client relationships, with a focus (more...)
Company: Bny Mellon Investment Management
Location: New York
Posted on: 05/29/2020

Assoc Director, FX Options Trader
Description: About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning (more...)
Company: Standard Chartered Bank
Location: New York
Posted on: 05/29/2020


Assistant Nurse Manager, General Pediatrics
Description: NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout (more...)
Company: NYU Langone Health
Location: New York
Posted on: 05/29/2020

CMC Product Lead/Associate Director
Description: Immediate need for a talented CMC Product LeadAssociate Director. This is a 6 Months contract opportunity with long-term potential and is located in Florham Park, NJ. Please review the job description (more...)
Company: Pyramid Consulting, Inc.
Location: Florham Park
Posted on: 05/29/2020

Senior Software Engineer - Trade Order Management System (Contract)
Description: Thousands of traders and salespeople across the globe rely on the renowned Bloomberg TOMS Trade Order Management System to run their business. TOMS delivers global, multi-asset, solutions for trade (more...)
Company: Bloomberg
Location: New York
Posted on: 05/29/2020

Admissions Director
Description: We're looking for a candidate to fill this position in an exciting company. ul li Maintains awareness of admitting
Company: HCR ManorCare
Location: Mountainside
Posted on: 05/29/2020

Government Underwriting Manager -REMOTE
Description: Government Underwriting Manager -REMOTE br Job title: Government Underwriting ManagerLocation: San Francisco, CAWe are a rapidly growing team and we are looking for an experienced and motivated Government (more...)
Company: CyberCoders
Location: New York
Posted on: 05/29/2020

VP, Apps Dev Tech Lead Analyst
Description: The Applications Development Technology Lead Analyst is a senior level position responsible for establishing and implementing new or revised application systems and programs in coordination with the Technology (more...)
Company: Citi
Location: Madison
Posted on: 05/29/2020

Manager, Tax Advisory
Description: About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning (more...)
Company: Standard Chartered Bank
Location: New York
Posted on: 05/29/2020

Log In or Create An Account

Get the latest New Jersey jobs by following @recnetNJ on Twitter!

North Bergen RSS job feeds