Program Manager (Contact Center)Halifax, NS, Canada
We’re looking for an adaptable and
strategy-minded individual for a Program Manager position. Experience in
contact center management and solid business acumen are an absolute must. This position
reports to our Senior Program Manager and has responsibility for managing
client relationships, service delivery for multiple lines of business and a
team of 85 of people.
Are you the right fit for the role? You’ll have
a proven record of success in managing contact center programs – or relevant
applicable business experience. Not only will you have outstanding strategic
thinking and leadership skills, your flexibility means you thrive in a nimble,
entrepreneurial culture. While this position reports to one person, you will
receive input from multiple directions and must be able to balance the
requirements of many stakeholders. You will need to develop strong client
relationships and foster a culture of collaboration to drive consistent
delivery of results.
Your major responsibilities – elaborated below –
will be to develop program strategy, that focuses on customer experience and
drive its execution in the management of day-to-day operations on your team.
You will also be responsible to mentor, manage, and develop your direct
reports, while managing risk.
What we offer:
- This is a
full-time salaried position with RRSP contribution matching, paid vacation, and
health benefits package.
provide all the computer equipment (laptop, monitors, etc.) you need to work
from home and a cell phone. This position will be work-from-home for the time
being, but will need to be local to our Halifax office.
- We have a
free employee and family assistance program for legal, financial, and health support.
Your major responsibilities will include, but
are not limited to:
leadership to optimize daily operations of complex client programs.
- Achieve service
level targets, operational metrics, and client deliverables while meeting
financial performance targets.
revenue and expense ratios to meet budget goals.
- Build and
foster a strong strategic partnership with clients and stakeholders.
- Monitor and
analyze existing business processes and reports to create increased
efficiencies and provide client with valuable insight and learnings about
communicate and engage team members to meet or exceed targets.
with Blue Ocean Contact Centers’ management team and cross functional
support teams (WFM, IT, HR, etc.) to achieve strategic goals.
- Prepare and
present quarterly program reviews with client and other stakeholders.
accountable for the overall success of the program and proactively
identify risks and opportunities to ensure continued growth and success.
As a successful candidate, you
will possess the following experience, skills, and attributes:
- Minimum of 3-5 years in a contact
role or relevant management experience.
- Experience achieving contact center KPIs and metrics
- Post-secondary education in related field or
combination of education and work experience.
- Record of achievement in developing and executing
business and people management strategies.
- Excellent business and financial analytical skills.
- Sound judgment; demonstrated strategic and innovative
thinking in decision-making.
- Leadership, motivational, and coaching skills that
result in teams with high engagement and positive retention records.
- Ability to quickly identify, organize, prioritize,
delegate, and execute work processes to resolve program
needs while being flexible and adaptable to change.
- Proven ability to collaborate with a variety of support
services to achieve the right results.
- Preference will be given to someone with experience in
a SAAS environment.
- We’re a Halifax
headquartered, Atlantic Canada owned company in business since ’94.
- We have offices in
Halifax, NS and Bathurst, NB – but since March 2020 over 80% of our people are
working from home.
- Engagement is our top
priority: annual surveys and an employee-led council are key in
- Looking for growth
opportunities? We got ‘em: in 2020, over 100 people were promoted to
stands in the way of our employee events: we’ve spent the last year perfecting
our virtual and socially distanced get togethers – watch parties, trivia, even
a drive-in movie night!
submit your cover letter and resume to apply and make sure you tell us why
you’re the right fit for the role! We will be accepting applications until February
26, 2021 at 4:00 pm.
For a preview of life at Blue Ocean, check
out our Facebook page!