Senior Program Manager

As a Senior Program Manager, you will act as a strategic performance partner to global call centre campuses and operational leaders.

This role is focused on elevating operational performance through structured problem-solving, cross-functional alignment, and disciplined execution.

You will work directly with campus leaders and functional teams to improve First Contact Resolution (FCR), reduce Repeat Calls, optimize cost-to-serve, and enhance customer satisfaction. You will challenge assumptions, identify root causes, and drive structured action plans that deliver measurable results.

Success in this role means campuses perform better because you are embedded as a trusted and influential partner.

Key Responsibilities

Advanced Analytics & Insight Development

• Independently pull and analyze operational data using Looker, Tableau, or equivalent tools.
• Identify repeat call drivers, FCR gaps, cost inefficiencies, and beh...