Program Manager

Brooksource

Milwaukee (WI)

On-site

USD 85,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Competitive Health & Dental Benefits

Weekly Pay Checks

6 Paid Holidays

401K Eligibility

Job summary

A leading IT consulting firm is seeking an experienced Program Manager to oversee Contact Center program work streams for a Fortune 500 client. Responsibilities include leading execution, managing risks, and reporting to senior leadership. The ideal candidate has over 7 years of experience in program management with a focus on customer service technologies. Competitive benefits offered.

Qualifications

7+ years of experience in Program Management or related roles.
Experience managing large-scale, cross-functional programs.
Strong knowledge of Contact Center environment.
Excellent leadership and communication skills.
Ability to manage competing priorities.

Responsibilities

Lead the execution and delivery of program work streams.
Foster understanding across program teams.
Identify risks and develop mitigation strategies.
Track program progress and report on key performance indicators.
Oversee change management efforts and communication plans.

Skills

Program Management

Project Management

Contact Center technologies

Leadership

Communication

Problem Solving

Job description

Overview

Program Manager – Contact Center Solutions

Brooksource is seeking a Program Manager to lead and oversee Contact Center program work streams for our Fortune 500 insurance client. This individual will be responsible for the execution of initiatives that enhance the platforms performance and capabilities, including features like IVA re-design, MFA, and Pindrop AI. The Program Manager will serve as a critical liaison between business stakeholders and platform technical teams, ensuring alignment for successful delivery of program objectives.

Responsibilities

Lead the execution and delivery of Contact Center program work streams, ensuring alignment with business goals and technical feasibility.
Foster mutual understanding across Contact Center program teams to deliver actionable items, shouldering confidence in plan and goals.
Identify risks, develop mitigation strategies, and resolve issues that may impact program timelines or deliverables.
Track program progress, drive to completion, and report on key performance indicators to senior leadership.
Oversee change management efforts including communication plans and stakeholder readiness for new solutions or enhancements.

Minimum Qualifications

7+ years of experience in Program Management, Project Management, or related roles, with a focus on Contact Center or customer service technologies.
Proven experience managing large-scale, cross-functional programs with multiple work streams in a sometimes-nuanced environment.
Strong knowledge of Contact Center environment to draw on standards, ideal
Excellent leadership and communication that showcases confidence in self and program direction.
Ability to manage competing priorities in a fast-paced, dynamic environment.

What’s in it for you?

Get your foot in the door with one of the most respected and fastest growing companies in the United States! Brooksource offers competitive Health & Dental Benefit plans, Weekly Pay Checks while on contract, 6 paid Holidays, and 401K Eligibility.

About Brooksource

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Seniority level