Program Manager

Program Manager About the Role:


Summary:

Oversee a network of ~3,000 agents across multiple outsourcing partners, ensuring strict operational accountability and financial efficiency.


+ WFMaaS Specific:

+ Validate daily staffing vs. committed projections from each vendor

+ Monitor daily schedule adherence, shrinkage, or interval compliance (depending on model)

+ Intraday staffing adjustments: Authorize, deny, or ask vendors for OT or VTO

+ AHT / Productivity: drill down on daily / weekly / monthly outliers

+ Interval Management: Apply threshold actions if consecutive intervals missed

+ Queue balancing: in shared networks, re-route volume as applicable per the thresholds

+ Lead daily 15 minute huddles with all vendorsto review the day before and today's game plan

+ Corrective plans: issue formal warnings for missed metrics

+ Act as a point of contact if vendor claims sy...