Program Manager (Contact Center)

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.
• We’ll 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:

• Provide leadership to optimize daily operations of complex client programs.
• Achieve service level targets, operational metrics, and client deliverables while meeting financial performance targets.
• Manage 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 their business.
• Effectively communicate and engage team members to meet or exceed targets.
• Collaborate 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.
• Be 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 center management role or relevant management experience.
• Experience achieving contact center KPIs and metrics is required.
• 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.

About Us:

• 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 our decisions.
• Looking for growth opportunities? We got ‘em: in 2020, over 100 people were promoted to new positions.
• Nothing 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!

Please 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!

http://www.facebook.com/BlueOceanContactCenters