Job Description:
Overview
Highlight is seeking a Deputy Program Manager with experience leading contact centers. In this role, you will assist in the management of contact center agents providing Tiers 1, 2 and 3 support. We are looking for a detail-oriented and a highly organized multi-tasker, with the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
Responsibilities
Ensure management team to include Senior Customer Service Representatives, monitor queues
Monitor program activities to ensure key performance metrics are met
Identify areas of improvement around contact center operations
Qualifications
8 years experience managing Contact Centers
BA/BS preferred
Exceptional customer service skills
Ability to lead in a fast past environment
Previous experience improving overall customer satisfaction
Proficiency using a computer and Microsoft Office applications (Excel, Word & PowerPoint); to include a minimum of intermediate Excel skills.
Ability to pass a background check
Previous experience supporting Veterans Affairs (VA)
Military and military spouses preferred
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Highlight Technologies
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