Contact Center Program Manager

Highlight is seeking a Contact Center Program Manager to support a large-scale customer support team providing employment-related services to Texas residents. 

• Responsible for managing the day-to-day activities of the Customer Service team members to include managing and monitoring work queues, ensuring adherence to Service Level Agreements (SLAs) for responsiveness and turnaround time for customer issues and requests.
• Provide oversight to Contact Center PMO to include back-office support staff and government customers
• Handle escalated client issues and provide feedback and guidance to agents and Team Leads following live customer interactions.
• Effectively resolve and/or escalate customer issues from Team Leads or agents
• Compile and monitor daily/weekly/monthly operational statistics and reports to include analyzing trends and variances.
• Provide accurate reporting on results, including production statistics, actual results to goals, and forecasting projections
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Maintain updated knowledge of the contact center performance requirements and program policies and procedures

• 7-10 years of experience managing a Contact Center staff of 200-500 FTEs with an average monthly call volume of 150,000 customer contacts/month
• Associates degree required; Bachelors degree preferred
• Proficiency in call center software and CRM systems, with a strong understanding of tools for reporting and workforce management.
• Strong proficiency in the Microsoft Office Suite (advanced MS Excel) with the ability to develop and deliver complex reports outlining contract center metrics and performance indicators
• Exceptional communication and presentation skills, with the ability to collaborate effectively across teams and convey complex information to stakeholders.
• Strong leadership and team-building capabilities in virtual environments
• Proficient in workforce management and quality assurance methodologies
• Previous experience assisting with unemployment benefits or job placement programs preferred
• Texas-based resident preferred

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. 

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com  Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.

Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals.

To protect yourself, keep the following in mind:

• All emails will come from an official @highlighttech.com or @talent.icims.com email address.
• We will never request payment or personal financial information during the recruitment process.
• We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels.

If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight,  please contact our team directly at Recruiting@highlighttech.com.