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Program Manager-Call Center

Faneuil Wichita Full-Time
$70,000.00 - $75,000.00 / year
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The Program Manager manages the daily operation, serves as primary contact for our client partner, and provides frequent and comprehensive information about the performance of all programs operations. Ensures performance metrics are continuously met and that staffing is appropriate for contact patterns. Ensure stellar customer care is provided at all times.

Job Responsibilities:
•Excellent conflict management skills for the purpose of resolving escalated employee and customer complaint issues.
•Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
•Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
•Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
•Solid problem-solving skills for the purpose of solving issues related to team performance.
•Demonstrated leadership skills to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives.
•Demonstrated positive, mentoring style of leadership. Excellent motivational skills.
•Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
•Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.
•Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.

  Minimum three years progressive customer service management.
•Minimum two years P&L responsibility including budgeting for minimum one million annually
•Minimum two three years client relationship experience. Main point of contact including operations and new business development.
•Advanced user ability with Excel, Power Point and Word.

Skills required

Human Resources
Problem Solving
Training And Development
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Faneuil provides a broad array of business process outsourcing solutions, from customer care to technical support, and currently employs more than 3500 professionals nationwide. Count on Faneuil to represent you in the very best light, exactly as it should be. The employees we deploy across all channels are rigorously trained to not only deliver the right answer, but to be fierce guardians of your brand. We take pride in our ability to rapidly scale to meet your program’s requirements—geography and existing space have not been impediments to Faneuil’s ability to bring fully operational spaces online within days of contract award.

Our name: its pronunciation and history

We were named long ago, when based in the Northeast, for Boston’s Faneuil Hall. It’s not an easy word to pronounce (FAN-yuhl) if you don’t already know it. However, people who know us, like us—more than 80% of our customers do business with us beyond our initial engagement. And Faneuil is a familiar name to more than 3,500 current employees.

So when asked why our name is Faneuil, we simply refer to the building: a place where historic announcements were made, and which today is a marketplace. Or, in other words, the intersection of new ideas and commerce. An apt description, we think, of our firm.

We employ more than 3,500 people nationwide

From coast to coast, we recruit, train and manage skilled professionals in both customer facilities and in locations we identify, secure and properly outfit at contract start.

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