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
...