Program Manager

SPECIFIC JOB RESPONSIBILITIES:
 Responsible for leading the hiring and managing a team of Customer Service Agents and Supervisor(s)
 Responsible for the consistent execution of stated company policies as it relates to all personnel
 Ensure agents are adhering to appropriate use of timekeeping tools and monitor reports as required to track attendance and time sheets daily
 Performance appraisals in accordance with standard performance development plans and performance improvement plans
 Attendance tracking.
 Drive program to meet/exceed stated metrics
 Ensure all quality standards are met
 Provide staff with structured feedback on performance results
 Maintain relationships with key contacts including consistent communication
 Keep General Manager apprised at all times through the timely completion and submission of all requested program reporting
 Prepare and Lead Monthly Business Reviews and Quarterly Business Reviews with the client
 Other duties as assigned by General Manager or other Senior Management


REQUIRED SKILLS:
• Fluent in written and spoken English & Spanish
• 4 year bachelor degree in a related field
• General Computer and Typing skills
• PC/Microsoft Office knowledge
• E-mail/Outlook knowledge
• Successfully complete new hire product training
• Ability to adhere to Sutherland’s policies and procedures
• Ability to demonstrate strong verbal and written business communication.
• Proven previous customer service management experience
• Strong leadership, motivation, and development/mentoring skills

PREFERRED SKILLS/EDUCATION:
• Ability to travel internationally
• 3+ years successful customer service management of technical products or services
• Strong analytical, organizational, and financial management skills
• Demonstrated ability to take initiative, multiple task, and prioritize
• Strong time management skills

Empresa: Sutherland Global Services Mexico
Localidad: Managua (Managua)
Sector: Telecomunicaciones
Profesiones relacionadas: Director General ó Gerente,General Director,Key Account Manager
Tipo de contrato: Indefinido, Jornada Completa
Experiencia mínima: 4 años
Fecha de publicación: Más de 60 días
Salario: No especificado

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