Program Manager, Call Center

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $111k - $140k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📋 Program Manager

👻 Ghost score 0%

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Pearl Interactive Network, LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Pearl Interactive Network, LLC is a contact center and customer support provider specializing in beneficiary support, behavioral health, and multi-channel call center operations for federal, state, and commercial clients. With over two decades of experience and management of millions of citizen engagements annually, Pearl combines workforce management, trained personnel, and technology to deliver human-centered, consultative, and often complex interactions. The company partners with prime contractors, government agencies, and commercial organizations to improve access to services and advances social responsibility by creating employment opportunities for underserved populations.

📋 Description

• Coordinate and monitor scheduling, pricing, and technical performance of company programs and operations • Ensure adherence to master plans and schedules • Develop solutions to program problems and direct work across departments • Ensure projects are completed on time and within budget • Advise program teams on projects, tasks, and operations • Provide overall contract oversight and strategic direction • Lead contract implementation, operational startup, resource allocation, staffing, training coordination, readiness, process implementation, and transition to production • Serve as primary point of contact for clients, government representatives, and key stakeholders • Oversee daily call center operations, service quality, productivity, customer satisfaction, compliance, and service levels • Manage contract budgets, labor costs, resource utilization, and financial performance • Direct workforce planning, recruitment coordination, hiring priorities, personnel allocation, retention, and staffing monitoring • Oversee recruitment, onboarding, training, security processing, certification standards, and personnel readiness • Manage subcontractor relationships, performance, risks, and compliance issues • Review and approve contract, operational, and management reports • Monitor KPIs including service levels, response times, customer satisfaction, quality, productivity, staffing coverage, and efficiency • Lead functional teams including Operations, Quality Assurance, Training, Workforce Management, Reporting, and Recruiting • Establish program governance, performance reviews, risk management, escalation protocols, and internal controls • Identify risks and develop mitigation strategies • Ensure compliance with contract, government, security, privacy, quality, and personnel authorization requirements • Lead continuous improvement initiatives • Coordinate contract deliverables, management reports, performance reports, staffing updates, and required documentation • Conduct program performance reviews with leadership, subcontractors, and client stakeholders • Oversee corrective action plans • Maintain accountability for contract performance and service delivery • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree or equivalent in a business, healthcare or financial discipline • 15+ years’ experience supervising or managing inbound/outbound/virtual call centers • US Citizen • Highly proficient utilizing Excel and other Microsoft products • Working knowledge of CRM software • PMP certification preferred • Excellent interpersonal skills • Excellent verbal/written communication skills and excellent follow through • Strong time management skills • Ability to analyze and explain data and execute strategies to improve performance • Ability to maintain positive relationships and manage both in-office and virtual teams • Ability to solve complex problems and issues • Strong analytical skills to interpret and forecast financial budgets • Ability to develop, recommend and implement plans for continuous process improvement • Strong leadership experience and skills • Great customer relations skills and experience • Background investigation required • Drug screening required • Skills assessment required • Broadband internet connection with minimum 25 Mbps download and 5 Mbps upload; no satellite connections • Ethernet cable access; Wi-Fi-only connectivity is prohibited • Private and secure workspace within the home

🏖️ Benefits

• Medical, Dental, Vision, and Life Insurance • Paid time off • Paid holidays • 401K eligibility • Additional ancillary benefits • Professional development and coaching program • Technical equipment, computer equipment, monitor, and headset provided • Remote work arrangement • Broadband internet and Ethernet access requirements supported by provided equipment