Overview
Hybrid
Depends on Experience
Contract - Independent
Contract - W2
No Travel Required
Skills
Call Center
Customer Relationship Management (CRM)
NetSuite
Program Management
Job Details
Program Manager- Call Center
Top Consulting is seeking a results-driven Program Manager with deep experience in managing and optimizing Customer Contact Center operations. This role requires expertise in call center best practices, vendor selection and management, and preferred knowledge of tools such as NICE and/or NetSuite. The ideal candidate will lead cross-functional programs focused on enhancing customer service capabilities, improving performance metrics, and scaling operational efficiency through technology and vendor selection and partnerships.
Responsibilities:
- Lead and manage enterprise-level programs focused on improving Customer Contact Center operations and experience.
- Drive implementation and optimization of call center platforms.
- Oversee the selection, negotiation, onboarding, and performance management of third-party vendors and outsourcing partners.
- Establish and enforce best practices in workforce management, quality assurance, call routing, and customer service KPIs.
- Collaborate with stakeholders across IT, customer service, product, and finance to align on program goals and execution.
- Monitor and report on project progress, budget, risk mitigation, and overall success metrics.
- Conduct regular assessments of tools, systems, and processes to identify areas for continuous improvement.
- Serve as a subject matter expert on call center technologies and help shape long-term strategy.
Qualifications:
- 5 10 years of experience in Program Management, with a focus on Contact Center or Customer Service operations.
- Proven track record managing complex, cross-functional programs and technology rollouts.
- Hands-on experience with vendor selection, RFPs, contract negotiation, and ongoing vendor management.
- Familiarity with NICE CXone, NetSuite, or similar cloud-based CRM/contact center technologies is highly preferred.
- Strong understanding of call center metrics, SLAs, workforce optimization, and customer satisfaction measures.
- Excellent communication, leadership, and stakeholder management skills.
- PMP, Six Sigma, or similar certification a plus.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.