Manage all standard operating procedures (SOPs) related to the client program, ensuring consistent administration of company policies and procedures.

Provide ongoing coaching, training, motivation, accountability, and performance management to team members and leaders.

Ensure timely completion of performance evaluations and delivery of corrective actions in accordance with company policy.

Conduct interviews and support staffing decisions for the client program.

Develop a thorough understanding of client program requirements, performance metrics, and company product measurements, implementing procedures to improve results.

Maintain working knowledge of all systems supporting program operations, including ACD, IVR, scheduling, reporting, and monitoring tools.

Build and maintain strong working relationships with internal departments, external partners, and clients.

Ensure clear, consistent communication and implementation of all client program updates and changes.

Partner with the Quality Manager to align operational practices with client expectations and quality standards.

Serve as the primary point of contact for daily client communications, providing updates, feedback, and recommendations.

Ensure full understanding and compliance with all contractual obligations, including participation in RFP/RAB processes as needed.

Support prospective client presentations and business development initiatives.

Assist with the preparation and management of monthly and annual program budgets.

Oversee financial processes, including payroll, accounts payable, accruals, revenue tracking, expense reporting, and invoice generation and approval.

Lead staffing forecasts, scheduling, and volume projections using the call center’s workforce management tools.

Identify opportunities for continuous improvement, best practices, and revenue growth.

Develop and support short- and long-term business planning for the client program.

Maintain focus and adaptability in a fast-paced, changing environment while meeting performance goals and deadlines.

Perform additional duties as assigned by management.

Minimum of two (2) years of call center experience; prior supervisory experience required

High School Diploma or GED required; college degree in Management or a related field preferred

Self-motivated, enthusiastic, and ambitious with a strong leadership mindset

Proven ability to train, coach, and motivate others

Demonstrated knowledge of company policies and the ability to apply them consistently

Strong multitasking, time management, and organizational skills

Excellent verbal and written communication skills, with the ability to speak clearly and write concisely

Effective listening skills with the ability to interpret and manage a constant flow of information

Ability to work with and apply basic mathematical concepts

Proven capability to handle difficult customer interactions and respond effectively to inquiries

Strong problem-solving skills and the ability to address issues as they arise

Ability to maintain focus and concentration for extended periods of time

Demonstrated ability to perform effectively in a high-stress, fast-changing environment

Ability to remain alert and meet deadlines and performance goals

Consistent adherence to company policies, procedures, work schedules, and punctuality requirements

Willingness to travel to any of the program’s three site locations as needed, sometimes with short notice

Flexibility to work remotely on occasion while maintaining regular in-office leadership presence

Availability for evening or weekend work as needed to support program and team continuity

Comfort and effectiveness in managing onsite and remote employees while maintaining visibility, engagement, and accountability