BZ Program Director

The Program Director manages and directs an Inbound or Outbound Contact Center in accordance with the organization's strategic mandates.

These activities are carried out in accordance with Six Sigma philosophies to obtain optimum results, ensure efficiency and economy of operations, and maximize established program objectives of the organization and our client.

Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.

This position manages financials to include, but not limited to, P & L, budget, and expense reduction. The Program Director will create an environment that promotes employee growth and retention.

The individual directs and oversees all aspects of the client's customer service policies, objectives, and initiatives while striving to meet and exceed Alta and client metrics.

The position develops and establishes procedures and policies governing customer correspondence and the handling of customer complaints.

Client contract review, negotiation and SOW are critical aspects of this position.

The Program Director will position the capabilities of Alta Resources to solve business issues on behalf of the client. They will work with the various client teams to identify trends in business problems, develop best practice solutions, and successes to design and present value-add solutions to our customers and work with internal resources and implementation teams to ensure customer expectations are communicated and exceeded.

Other duties may be assigned.

• Creates and maintains a strong partnership with the client.
• Directs and coordinates promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain competitive position in industry.
• Consults with administrative personnel and reviews activity, operating, and sales reports to determine changes in programs or operations required.
• Instills a strong sense of customer focus, professionalism and client branding throughout the team.
• Incorporates Six Sigma practices and philosophies into daily management to achieve client and Alta goals and to develop corporate best practices and efficiencies.
• Prepares monthly reports to show how Client and company goals and metrics are being met and exceeded and to identify issues that need to be resolved in meeting program objectives.
• Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow.
• Directs research activities concerned with gathering information or with compilation of statistics pertinent to planning and execution of Client objectives.
• Promotes organization in industry, manufacturing or trade associations.
• Maintains a high level of team morale and motivation to create an environment that promotes employee growth and retention.
• Develops and manages a high performing team to cultivate learning, sharing, communication and shaping team dynamics.
• Travel as required; must have a personal credit card and an available credit limit for expenses which are reimbursed.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

Leadership Responsibilities

Supervises and carries out leadership responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work;

appraising performance; rewarding and disciplining employees; addressing and resolving issues. The position also requires active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies.

All leadership positions are expected to attain Six Sigma Green Belt certification.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrates an ability to be a self-starter and to lead, develop and train personnel in a high performing, diversified, ever changing, team based, global environment.
• Professionally and effectively interact with diverse backgrounds and perspectives, while demonstrating advocacy and a genuine interest in team members, direct reports and others while maintaining an open line of communication.
• Excellent interpersonal, verbal and written business communication skills.
• Demonstrate an ability to display patience, empathy, active listening skills, and stress management.
• Highly self-motivated with the ability to prioritize complex responsibilities.
• Solid logical decision making and troubleshooting skills.
• Demonstrates skills at analyzing trends and assist in creating action plans that determine a solution.
• Ability to maintain a high level of confidentiality.
• Proven ability to meet deadlines and key metrics, work independently, as a leader and team player, and deliver results.
• Proven track record of reliability and a strong work ethic is a must.
• Must have the ability to travel as necessary and a personal credit card with an available credit limit for expenses which are reimbursed.

EDUCATION and / or EXPERIENCE

• Bachelor's degree from four-year College or university is required. Requires five or more years of management experience (contact center management preferred) and two years of experience in a leadership role with financial accountabilities including profit and loss is required.
• Scope of client responsibility is $5 million dollars plus in annual revenue.

TECHNOLOGY SKILL BASE

This position requires a working knowledge of computer technology that includes : Windows, PowerPoint, Advanced Word and Excel, along with Client designated software.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference.

REASONING ABILITY

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.

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