Job Description

Program Manager About the Role:

Summary:

Oversee a network of ~3,000 agents across multiple outsourcing partners, ensuring strict operational accountability and financial efficiency.

WFMaaS Specific:

  • Validate daily staffing vs. committed projections from each vendor
  • Monitor daily schedule adherence, shrinkage, or interval compliance (depending on model)
  • Intraday staffing adjustments: Authorize, deny, or ask vendors for OT or VTO
  • AHT / Productivity: drill down on daily / weekly / monthly outliers
  • Interval Management: Apply threshold actions if consecutive intervals missed
  • Queue balancing: in shared networks, re-route volume as applicable per the thresholds
  • Lead daily 15 minute huddles with all vendors to review the day before and today’s game plan
  • Corrective plans: issue formal warnings for missed metrics
  • Act as a point of contact if vendor claims syste...

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