Job: Program Manager

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Jobing Description

Join the Leader in the Call Center Business!
Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer s precious asset their customer relationships.

ALORICA is growing and recruiting enthusiastic, dedicated, outgoing professionals who are interested in a rewarding career.

Program Manager
Responsible for setting the program's strategic direction and providing program planning, budget, and assessment of all projects within the program to ensure delivery of integrated, enterprise-wide, client centric solutions that achieve expected business results.

Responsible for coordinating the development and implementation activities for leading business initiatives using a disciplined approach to program management based on clear objectives and methodologies.

This person also works closely with call center management, service logistics management, and service management software to lead the project and resolve any business issues that arise in the design and development process.

Responsibilities will include %5C:
Contact center KPI(Key Performance Index) management for a program of which customer is consumer electronics company (Mobile product) as BPO service providerService levelAverage Handling TimeQuality of Service (Customer Satisfaction)First Call resolutionCooperating with contact center operation team to facilitate required actions for KPI achievementInterfacing with customer for various activities as a client service management role
We at Alorica are proud to be part of a company which does great work while providing an enjoyable and supportive environment.

Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.
D/V/F/M EOE

Skills / Requirements

Qualification
Strong understanding contact center operationDocumentation skill %5C: Excel, Power Point, WordCustomer satisfaction oriented mind-set