The Program Manager oversees call center operations, ensuring contract deliverables, budgets, and performance objectives are met. They provide strategic direction, manage subcontractor relationships, and lead continuous improvement initiatives to maintain service quality.
The Remote Operations Manager oversees daily contact center operations and manages a team of supervisors to ensure quality, productivity, and KPI targets are met. They are responsible for analyzing performance data, implementing process improvements, and coordinating staffing and training needs to maintain service continuity.
The Operations Site Manager is responsible for the overall planning, execution, and day-to-day management of a high-volume contact center operation. This role provides leadership across voice and digital channels to ensure staffing, performance, quality, and customer experience objectives are met.
