Program Manager

Job Title: Program Manager
Reporting To: Account Manager
‎1. PURPOSE OF JOB
As a Program Manager you will be responsible for delivering customer service
capabilities to
clients by driving the unit to an excellent level of for client 's customers.
You'll be working closely
on raising the quality level of handling customer inquiries/problems to
systematically measure
and address its root causes to drive improvement in customer experience.
‎2. KEY RESPONSIBILITIES
Operations Management
* Evolve knowledge management tools, processes and procedures to maintain even
distribution of knowledge of individual cases among the teams.
* Conduct awareness sessions for call centre agents
* Meet contract service key performance measures
* Maintain a close working relation with Technology Department to ensure systems
stability and smooth operation
* Identify improvement opportunities within workflow, productivity and procedures
* Meet daily, weekly & monthly reporting obligations, provide thorough analysis on
operational trends and corrective actions
* Manage the relation with WFM for an optimum utilization of resources
People Management
* Role model for team
* Set key performance indicators for the team
* Monitor performance, implement performance management tools to ensure continuous
feedback (one-ones, performance dialogue)
* Communicate company, department & unit objectives, ensure proper alignment and
understanding of the end-end role
* Set and supervise development plans for teams & individuals
* Improve team productivity period over period
* Set team & individual targets
* Manage team attrition to acceptable levels
* Hire as well as oversee the interviewing/hiring of supervisors and representatives in
cooperation with Human Resources
* Maintain team technical proficiency and productivity, and provide technical training
where required
* Set SMART goals and targets for the planning teams and ensure its alignment and
integrity with strategic directions of the departments
* Identify required resources and skill sets/competencies required to successfully carry out
unit plans
* Balance and monitor the work load distribution to match with the business needs and
team capabilities
* Promote cross training and knowledge share between the team members and prepare
professional development action plan for team members
* Provide formal and informal performance feedback on an ongoing basis
Customer Management & Support
* Maintain and enhance the company's standards of customer service
* Use all available measures to push continuous improvement to high customer
satisfaction level
* Map operations processes to customer satisfaction indicators
* Ensure operations is compliant with regulatory requirements, check periodically for
updates

‎3. CORE COMPENTENCIES:
Stakeholders Focus
Interpersonal Skills
Critical Thinking
Result Orientation
Leadership

‎4. EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Skills Required:
* Graduate
* Fluency in the English Language , second language is a plus
* Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS
Project)
* Minimum KPIs of ‎80% for the last ‎3 months of average score
* PDM score not less than ‎3.0 is a must
* Absence is ‎3% for the last ‎3 months
* No active disciplinary warnings
* ‎3 years' experience in the call center industry
* A proven ‎1 year people management experience
* Previous project management experience is preferred
* Experience of negotiation and international relations
‎5. SECURITY COMPLIANCE
Employees are required to maintain compliance with SYKES safety, security, and
privacy
programs. Responsible for being an active participant in the SYKES safety,
security and privacy
programs to protect SYKES' business operations, facilities, and physical and
intellectual property
and to ensure a safe and secure working environment for all SYKES' employees.
‎6. ETHICS COMPLIANCE
SYKES is firmly committed to conducting business in compliance with the letter
and spirit of the
law and other accepted standards of business conduct as reflected in the
company's policies.
Employees are encouraged to observe the highest standards of professionalism
at all times, and
are expected to adhere to SYKES policies on ethics and integrity