Contact Center Program Manager - FT - Premiere Response – North Bergen, NJ

23 Aug 2017 5:46 PM | Nancy Cattle (Administrator)

Premiere Response provides outsourced contact center services to clients in the consumer products, food and beverage, healthcare, and consumer electronics industries. Our focus is on providing customized solutions to companies who want to offer the highest level of service to their customers. Our contact center provides inbound and outbound call handling, email, web chat, and social media responses. We typically source specialists unique to each client. We are powered by our people and we are looking to grow our leadership team.

You will be responsible for supporting a team of 20 consisting of Team Leaders, Lead Representatives and Representatives. The Program Manager is responsible for the success of the team and for the client relationship and reports to the Director of Operations. We are currently seeking a Program Manager that has a background in healthy/wellness living. Please include cover letter with information about your background.


·   Oversee Team Leaders, Lead Representatives and Representatives to ensure program goals are met

·   Interface at regularly scheduled intervals with client providing program updates and ensuring a clear information flow between the client and the operation

·   Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery

·   Train newly hired CSRs on client specific competencies

·   Review daily productivity reports and Key Performance Indicators (KPIs) adjust schedules and provide coaching to CSRs as necessary

·   Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs

·   Partner with the client to maintain high quality of service and current product/procedural information

·   Interview prospective CSRs and evaluate candidates on predicted job fit, soft skills and program specific requirements

·   Manage program budget and billables on a daily, weekly, and monthly basis

·   Create reports on program’s activities

·   Identify and react to trends in activity, with a strategic mindset

·   Provide creative solutions to obstacles


·   Continually maintain working knowledge of all company products, services, and promotions

·   Knowledge of program specific material to train and answer questions from CSRs regarding products or procedures

·   Knowledge of interviewing techniques and the ability to identify quality candidates

·   Responsible for evaluating team performance, setting goals and overseeing the completion of these goals

·   Ability to effectively communicate goals and objectives as well as motivate a team to achieve them

·   Responsible for coaching CSRs and documenting both quantitative and qualitative performance

·   Represent and interact with clients in a professional and positive manner

·   Demonstrated ability to multi task in a fast paced environment

Requirements Include

·   College degree required

·   5+ years of experience in the customer service field with a minimum of 3 years of call center leadership experience in managing operational teams and client relationships

·   Experience operating PCs including navigating multiple concurrent applications

·   Excellent oral and written communication skills in English

·   Bilingual skills (French or Spanish) not required but a plus


Judi Miller

Human Resources Recruiter
Direct: 201-583-5138
Main:   201-583-5200

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