Call Center Operations Manager - Harte Hanks : Job Details

This position is Onsite in Plano Texas and requires BPO and contact center experience.

Position Overview

• The Program Managerposition requires a highly detail oriented, accurate, customer service focused, organized individual who will be responsible for managing the day-to-day activity of a high-profile customer account. This includes ensuring profitability of the programs, constant client interaction, growing the account and communicating directly with the management teams for inbound and outbound agents.

Requirements

• Establish a trusted partner relationship with the client services team and the assigned client management teams
• Daily tactical management of the account activity
• Front line liaison between account management and operations
• Provide clear and concise documentation of all tactical account management activity including daily, weekly and monthly metrics for the client
• Monitor program activity to ensure processes, procedures and client commitments are being followed and achieved
• Identify solutions for best practices, new technologies, and improved performance
• Manage escalated issues from initial observation through communication of resolution
• Coordinates with internal departments such as Operations, Training, Quality, and Work Force Management to meet client expectations and requirements
• Present Quarterly Business Reviews to Harte Hanks and client senior staff members
• Must have experience interacting/collaborating with BPO/vendors
• Experience managing multiple accounts or complex accounts
• Position onsite in Plano TX, must be available to commute

What We Offer:

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions | Immediate vesting
• Pet Insurance, free legal services, employee discount programs, and more…

Equal Opportunity Employer/M/F/H/V