Contact Center Ops Program Lead - 1:1 Support & Analytics

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

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.