Contact Center Program Manager

The Program Manager – Contact Center will be responsible for managing the day to day activities of Adecco staff including; communicating client strategy, client interactions, growing revenue (sales) and SLA achievement. The successful candidate will be based at the client's St. Paul facility.


Essential Functions and Responsibilities:
•Oversee a complex and multifaceted 100+ FTE Contact Center servicing B2B and B2C
•9 direct reports who, in turn, have teams that vary in size and function including a small At Home' contingent
•Prepare and analyze daily, weekly, monthly individual and unit productivity reports
•Identify efficiencies and drive continuous improvement through performance management
•Identify staffing and training deficiencies by conducting regular analysis of employee progress and department staffing to determine where resources are best allocated
•Develop synergies between the Contact Center and other business units to improve the overall efficiency and effectiveness of the clients enterprise and respond to both oral and written escalated concerns
•Perform real-time monitoring of multiple client queues to maintain appropriate service levels; making staffing adjustments as needed throughout the business day using call center monitoring software
•Manage center with inbound and outbound calls, internal and external sales, email response, field dispatch contacts, e-chat
•Monitor program activity to ensure processes, procedures and client commitments are being followed and achieved
•Directly supervises Adecco Team Leaders and Agents

To be considered, please email your resume to Robert.Wegscheid@AdeccoNA.com

Job Experience:

Required Experience, Skills and Education:
•7 years minimum experience in the contact center industry, with 5 years program management/account management experience
•Experience in running 50+ FTE programs
•Strong organizational, time management and presentation skills
•Ability to work independently and as part of the management team
•Ability to manage multiple time sensitive, deadline oriented projects simultaneously
•Ability to clearly communicate (written/verbal) with internal and external clients
•Strong numerical and analytical skills
•Proficient in Word, Excel and PowerPoint
•Bachelor's degree in a related field