Contact Center Operations Program Manager

US Tech Solutions; Sunnyvale (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

US Tech Solutions in Sunnyvale, CA is seeking a Contract Contact Center Operations Program Manager to lead strategy, execution, and continuous improvement of 1:1 support operations. You will own initiatives, analyze trends, and coordinate with project leads to drive efficiency and customer outcomes.

The role requires strong project management, problem-solving, and analytical abilities, with experience in reporting, dashboards, and SQL.

Qualifications

• Project management expertise and experience.
• Strong problem-solving and analytical abilities.
• Ability to influence stakeholders to improve operations.
• Experience in 1:1 contact center operations and reporting.

Responsibilities

• Oversee strategy, execution, and continuous improvement of contact center operations.
• Own initiatives related to intake and execution of requests impacting 1:1 support operations.
• Coordinate across project leads and conduct monthly project reviews.
• Report and analyze KPIs and trends; identify process improvements and drive efficiencies.

Skills

Problem-solving

Analytical skills

Communication skills

Influence others

Education

PMP certification

Tools

SQL

Dashboarding

Job description

Sunnyvale, CA

Contract

Job Description:

• The Contact Center Operations Program Manager is responsible for overseeing the strategy, execution, and continuous improvement of contact center operations. This role requires a blend of project management, analytical skills, and leadership capabilities to ensure optimal performance and customer satisfaction.

Responsibilities:

• Internal project management support related 1:1 support operation- Owning and driving key initiatives related to intake and execution of requests impacting 1:1 support operations team. (weekly evaluation, summary of intake, Trend analysis & recommendations).

• Coordinate across project leads and conduct monthly project reviews.

• Reporting & analysis on Key performance indicators and trends.

• Process Improvements - Prepare and review operations data, identify process improvement opportunities and drive efficiencies.

Experience:

• Project management expertise and experience.

• Excellent problem-solving, critical thinking and analytical skills and experience in applying project management tools.

• Strong communication skills and ability to influence people to contribute to continuous improvement of operations.

• Prior Experience in 1:1 contact center operations.

• Proven ability to manage projects. PMP certification/ training would be an added bonus.

• Reporting, SQL, dashboarding experience.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.