Note: The job is a remote job and is open to candidates in USA. Pearl Interactive Network, LLC is hiring a Program Manager, Call Center to oversee contract performance and day-to-day call center operations. The role leads implementation, staffing, budgets, stakeholder relationships, compliance, reporting, and continuous improvement to meet program objectives and contractual requirements.
Responsibilities
- Provide overall contract oversight and strategic direction, ensuring all deliverables, milestones, staffing requirements, service levels, and performance objectives are met in accordance with the contract and applicable government requirements
- Lead contract implementation and operational startup activities, including resource allocation, staffing plans, training coordination, operational readiness, process implementation, and transition to full production
- Serve as the primary point of contact for the client, government representatives, and key stakeholders, maintaining effective communication regarding contract performance, operational issues, staffing, risks, deliverables, and corrective actions
- Oversee day-to-day call center operations to ensure service quality, productivity, customer satisfaction, compliance, and adherence to established performance standards and contractual service-level requirements
- Develop, manage, and monitor contract budgets, labor costs, resource utilization, and financial performance to ensure efficient use of resources and compliance with approved funding and budgetary constraints
- Direct workforce planning and staffing activities, including recruitment coordination, hiring priorities, personnel allocation, retention strategies, and staffing-level monitoring to maintain adequate operational coverage
- Oversee recruitment, onboarding, and training coordination in collaboration with Recruiting, Security, Training, Quality Assurance, and Operations teams to ensure personnel meet required qualifications, security processing requirements, certification standards, and readiness criteria before performing assigned duties
- Manage subcontractor relationships and performance, ensuring subcontracted services, staffing commitments, deliverables, quality standards, and contractual obligations are fulfilled. Monitor subcontractor risks and coordinate resolution of performance or compliance issues
- Review and approve contract, operational, and management reports to verify accuracy, completeness, timeliness, and alignment with contractual reporting requirements. Ensure reports communicate staffing status, service levels, quality results, financial performance, risks, and corrective actions
- Monitor key performance indicators, including service levels, response times, customer satisfaction, quality assurance results, productivity, staffing coverage, and operational efficiency; initiate corrective actions when performance falls below established targets
- Provide leadership and oversight to Operations, Quality Assurance, Training, Workforce Management, Reporting, Recruiting, and other functional leads to ensure coordinated execution of program objectives
- Establish and maintain program governance, performance review processes, risk management procedures, escalation protocols, and internal controls to support accountability and consistent contract execution
- Identify operational, financial, staffing, and contractual risks; develop mitigation strategies and communicate significant issues, proposed resolutions, and resource requirements to client representatives and executive leadership
- Ensure compliance with applicable contract provisions, government policies, security requirements, privacy obligations, quality standards, and required personnel authorization procedures
- Lead continuous improvement initiatives by reviewing performance trends, customer feedback, quality findings, staffing data, and operational reports to identify opportunities to improve efficiency, service quality, and contract outcomes
- Coordinate the development, review, and submission of contract deliverables, management reports, performance reports, staffing updates, and other required documentation within established deadlines
- Conduct regular program performance reviews with internal leadership, subcontractors, and client stakeholders to assess progress, resolve issues, monitor commitments, and maintain alignment with contract objectives
- Oversee corrective action plans and ensure assigned actions are implemented, documented, and evaluated for effectiveness
- Maintain accountability for overall contract performance, ensuring operational teams and subcontractors deliver services in accordance with approved procedures, contractual requirements, and client expectations
- Performs all other duties as assigned
Skills
- Bachelor's degree or equivalent in a business, healthcare or financial discipline
- 15+ years' experience supervising or managing inbound/outbound/virtual call center
- US Citizen
- Highly proficient utilizing Excel and other Microsoft products
- Working knowledge of CRM software
- Excellent interpersonal skills and self-sufficient
- Excellent verbal/written communication skills and excellent follow through
- Strong time management skills with the ability to quickly assess priorities and adjust as needed
- Ability to analyze and explain data and execute strategies to improve performance
- Ability to maintain positive relationships and manage both in-office and virtual teams
- Ability to solve complex problems and issues
- Strong analytical skills to interpret and forecast financial budgets
- Ability to develop, recommend and implement plans for continuous process improvement
- Strong leadership experience and skills
- Great customer relations skills and experience
- PMP certification preferred
Benefits
- Remote work
- Medical, Dental, Vision, and Life Insurance
- Paid time off
- Paid holidays
- 401K eligibility
- Professional development and coaching program
- Computer equipment, monitor, and headset provided
Company Overview