Technical Program Manager

Job Summary

A company is looking for a Technical Program Manager, Contact Center Enablement.

Key Responsibilities

• Drive process improvements and technology enablement within the contact center environment
• Lead complex technical initiatives and ensure alignment with strategic goals to enhance agent performance and customer satisfaction
• Establish key performance indicators (KPIs) and analyze performance data to inform decision-making and ongoing improvements

Required Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field
• 5+ years of experience in a contact center, telecom, or process improvement role
• Proven project management skills with experience leading complex projects
• Strong analytical skills to leverage data for strategic decisions
• Proficient in MS Office Suite, particularly Excel and PowerPoint