Program Manager

Overview

Program Manager – Contact Center Solutions

Brooksource is seeking a Program Manager to lead and oversee Contact Center program work streams for our Fortune 500 insurance client. This individual will be responsible for the execution of initiatives that enhance the platforms performance and capabilities, including features like IVA re-design, MFA, and Pindrop AI. The Program Manager will serve as a critical liaison between business stakeholders and platform technical teams, ensuring alignment for successful delivery of program objectives.

• Lead the execution and delivery of Contact Center program work streams, ensuring alignment with business goals and technical feasibility.
• Foster mutual understanding across Contact Center program teams to deliver actionable items, shouldering confidence in plan and goals.
• Identify risks, develop mitigation strategies, and resolve issues that may impact program timelines or deliverables.
• Track program progress, drive to completion, and report on key performance indicators to senior leadership.
• Oversee change management efforts including communication plans and stakeholder readiness for new solutions or enhancements.

• 7+ years of experience in Program Management, Project Management, or related roles, with a focus on Contact Center or customer service technologies.
• Proven experience managing large-scale, cross-functional programs with multiple work streams in a sometimes-nuanced environment.
• Strong knowledge of Contact Center environment to draw on standards, ideal
• Excellent leadership and communication that showcases confidence in self and program direction.
• Ability to manage competing priorities in a fast-paced, dynamic environment.

Get your foot in the door with one of the most respected and fastest growing companies in the United States! Brooksource offers competitive Health & Dental Benefit plans, Weekly Pay Checks while on contract, 6 paid Holidays, and 401K Eligibility.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

• Mid-Senior level

• Contract

• Information Technology

• Financial Services and Insurance

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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