Operations Program Manager

The Program Manager (based on ratios and operational needs) serves as a key bridge between CCD-GeBBS, and the assigned client, ensuring that all contractual obligations are met. This role is responsible for clearly communicating both CCD-GeBBS and campaign-specific visions across the organization.
The Program Manager conducts campaign needs assessments, performance reviews, capacity planning, and cost-benefit analyses of proposed action plans. Additionally, the role involves monitoring, evaluating, and analyzing key metrics—including quality assurance results related to productivity and profitability, to ensure operating requirements and overall campaign objectives are achieved. All efforts are focused on driving performance results through effective process improvements, team quality, and productivity standards, ultimately meeting service level agreements and performance goals.
What You’ll DoCoaching and developing supervisors for clear expectations and goals.Assess Program Performance and aim to maximize productivity.Apply Change, Risk and Resource Management.Analyze LOB impact by auditing top and bottom performers results to target actionable insights.Develop and Control Deadlines, Deliverables and Activities (Internal to CCD and Client Facing).Weekly/Bi-wekkly presentations to review with Client and Customer SuccessCandidate interviews to properly staff the campaignsJoin Alignment Meetings with Support DepartmentsPeriodical huddles to go over pertinent information and campaign results with the teamWeekly supervisor review and 1-o-1Periodical 1-o-1 with team specialists to determine root cause analysis of campaign and or individual results.Other responsibilities
What We’re Looking ForBachelor's degree in Business Administration, Industrial Engineering, or related is required.2+ year Business Administration and/or Service field Background in mid level leadership role. Preferred 2 years of experience in BPO industry.Strong English communication skills (written & verbal)Supervision skillsLeadership SkillsConflict resolution and Problem Solving Skills
Why Join CCD?Be part of a growing, high-performance organizationOpportunity to influence talent development and business resultsCollaborative environment with strong cross-functional exposureContinuous growth and leadership development opportunities
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