Job Summary
- Company
- Vesta Corporation
- Location
- Portland, OR 97223
- Industries
- Telecommunications Services
- Job Type
- Full Time
- Employee
Call Center Program Manager
About the Job
About the Company
Headquartered in Portland, Oregon, with operations in Europe and China, Vesta has been a pioneer and worldwide leader in electronic payment solutions since 1995. We enable secure payments for goods and services through a variety of channels, including the Internet, the phone, retail point of sale, and industry-leading mobile commerce applications. Vesta’s clients include AT&T, Boost Mobile, China Mobile, China Unicom, Ericsson, Meteor Mobile Communications, Sprint, T-Mobile, Tele2, and Verizon. The company has achieved extraordinary growth worldwide, receiving numerous awards and recognition, including Best New Telecommunications Product from the American Business Awards, and induction into the Inc. Magazine Hall of Fame for five consecutive years as an Inc. 500 fastest growing private company.
Summary
The Program Manager is responsible for management of day-to-day service on a designated partner program within the Response Center. This position plans, directs, supervises and evaluates agent workflow. This position manages Team Leads and frontline employees, and is responsible for the overall direction, coordination, and evaluation of those employees. Carry out supervisory responsibilities in accordance with the policies of Vesta and applicable employment laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.
Key Responsibilities
- Plan, direct, supervisor and evaluate workflow, scripts, training materials
- Manage front-line employees to expected performance standards (quality, efficiency and productivity )
- Act as the “eyes and ears” for service to the customer base (feedback on quality, service and support)
- Work with the Staffing Group to ensure schedule accuracy to support incoming calls
- Track escalated partner service issues and ensure closure in a timely manner
- Timely and complete communication of service program changes to team members
- Lead cross functional internal teams to gain resolution to partner business issues
- Identify, select and develop new processes to gain operational efficiency
- Participate in joint partner calls when required
- Work with Account Management on business issues related to service
- Work cross functionally with Account Manager to develop/implement new partner programs
- Develop and maintain relationships with business partners
- Create a collaborative environment in which CSRs, Team Leads and peers can contribute ideas and/or feedback on operational improvement
Qualifications
- 3-5 years related customer service management in a fast-paced inbound call center.
- BA/BS preferred or equivalent work related experience.
- Experienced in managing new programs from involvement in product development, organization, and execution of a successful launch.
- Able to understand client/customer vision and implement into our operational strategy.
- Demonstrated ability to interact with individuals at all management levels and across all levels of the organization.
- High level of commitment to customer satisfaction and quality products/processes.
- Highly focused on process, controls and discipline in execution of service strategies with attention to detail.
- Extensive working knowledge of Microsoft Office products (Word, Excel, PowerPoint)
Additional Skills
- Superior reasoning, analytic, problem solving, systemic thinking, decision-making and human interaction skills with the ability to consistently demonstrate good judgment
- Organization and Planning: Able to organize or schedule people or tasks; to develop realistic action plans while being sensitive to time constraints and resource availability.
- Proven and exceptional written, verbal communication, leadership, and presentation skills demonstrating creativity and innovation
The Program Manager is a full-time position based in Portland, Oregon. Salary will be commensurate with experience. Candidates will be required to sign a strict confidentiality agreement and be willing to undergo an extensive background check and drug screen prior to employment. Vesta offers an excellent benefits package, development opportunities and the chance to help build success in a dynamic and crucial market.
To apply please go to: https://home.eease.com/recruit/?id=467806
Company Tools
Contact Information
Vesta Corporation
