Program Management Manager

Job Title:Program Management ManagerJob DescriptionThe Program Management Manager is responsible for managing an Inbound, Outbound, Back Office, IVR, web, or blended service-offering program. The Program Manager is accountable to coordinate all aspects of program set-up, forecasting, staffing, scripting, media, telecom, reporting, quality measurement, data processing, floor operations, training, quality, verifications, and billing. The Program Manager is strategically focused and responsible for client satisfaction, maintaining client communication, and overall management of client relationship.Essential Functions/Core Responsibilities Works with delivery team to execute on contract terms and conditions and to ensure successful delivery of program results Analyze daily results, and make recommendations to client regarding program enhancements, change in direction, and service offerings Day to day liaison between the Client and CNX Strong relationship building skills both internally and externally Strong customer and/or call center experience Responsible for overall operational KPI’s and growth of existing programs through consistent delivery of performance excellence Working with internal resource units to achieve Client goals – Operations, QA, Training, IT, etc. IB/OB/Back Office Customer Service Operational background - understanding of metrics and KPI’s Managing to Client and CVG Financials – invoicing, management of potential bonus/penalty components Involved in budgeting process, contractual review and understanding, process improvement, revenue growth and margin attainment Person should be detail oriented with a strong ability to multi-task and prioritize in a fast-paced and deadline oriented business environment Demonstrated ability to take initiative and ownership with focus on continuous improvement Strong problem solving and analytical skills Excellent communication skills both written and verbal, ability to effectively present information to internal and external associates Responsible for creation of internal and external Business review documents Solid understanding of the organization’s business operations and industry 3-5 years Client Services/Operations experience Healthcare experience a plusLocation:USA, SC, Work-at-HomeLanguage Requirements:Time Type:Full timeMission:We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.About Concentrix:We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!Company Overview:In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.