Call Center Manager Job at ____________________________________________, Plano, TX

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  • ____________________________________________
  • Plano, TX

Job Description

Position Overview

  • The Program Manager position requires a highly detail oriented, accurate, customer service focused, organized individual who will be responsible for managing the day to day activity of a high profile customer account. This includes ensuring profitability of the programs, constant client interaction, growing the account and communicating directly with the management teams for inbound and outbound agents.

Requirements

  • Establish a trusted partner relationship with the client services team and the assigned client management teams
  • Daily tactical management of the account activity
  • Front line liaison between account management and operations
  • Provide clear and concise documentation of all tactical account management activity including daily, weekly and monthly metrics for the client
  • Monitor program activity to ensure processes, procedures and client commitments are being followed and achieved
  • Identify solutions for best practices, new technologies, and improved performance
  • Manage escalated issues from initial observation through communication of resolution
  • Coordinates with internal departments such as Operations, Training, Quality, and Work Force Management to meet client expectations and requirements
  • Present Quarterly Business Reviews to Harte Hanks and client senior staff members
  • Must have experience interacting/collaborating with BPO/vendors
  • Experience managing multiple accounts or complex accounts
  • Position onsite in Plano TX, must be available to commute

What We Offer:

  • Group Health and Wellness (Medical, Dental, and Vision)
  • Health Savings Account (HSA)
  • Educational Assistance
  • Voluntary plans, including critical illness, accident, and hospitalization
  • 401k plan with Company Match and Roth contributions | Immediate vesting
  • Pet Insurance, free legal services, employee discount programs, and more…

Equal Opportunity Employer/M/F/H/V

Job Tags

Immediate start,

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