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Program Director – Contact Center

FCR is known for providing exceptional customer service support for the most loved and respected brands in the world.  Come join our thriving company!  Use your expertise in customer experience to manage an exciting client in the tech/startup space.   

FCR is the most respected outsourcer in the industry.  Our culture is built upon our core values of respect, integrity, and collaboration. 

This position is located in Eugene, Oregon, a charming University town known for its outdoor recreation and arts culture.  

Position Overview

The Program Director will lead one of FCR’s largest client relationships. The ideal person for this role will be high-performing, results-oriented, collaborative, and an effective leader for a large-scale and diverse program. This position will develop, implement, and operationalize contact center strategies on behalf of our client and FCR. They will need to combine strategic enterprise-wide thinking and design, combined with day-to-day operational processes, tools, and measurements to ensure an exceptional customer experience for members.

The Program Director reports to the VP of Operations.

Essential Functions and Duties

  • Overall accountability for client contract and the health of the program.
  • Act as the key point of contact for all vendor engagements in partnership with key        business stakeholders.
  • Lead a diverse team of leads, supervisors, and program managers to mentor, supervise, and invest in the growth of the team in service of our client.
  • Develop a broad and deep knowledge of all facets of the program and by being actively involved in the various lines of business.
  • Promote a culture of high performance and continuous improvement that values learning and excellence.
  • Meet regularly with supervisors and program managers to receive updates on progress towards the program’s goals; listen to, understand and problem-solve challenges that arise; and ensure efficient and collaborative processes between the supervisors and program managers in pursuit of our service to client.
  • Work collaboratively with program managers in the organization to share best practices, identify program and organizational improvements, and communicate back to own team broader organizational program developments.
  • Meet regularly with Operations Senior Leadership to provide program and staffing updates and to identify and solve problems or inefficiencies. Provide support and input on specialized projects to Executive Team as requested. 
  • Cultivate and inspire a culture that is aligned with company values and delivering a positive customer experience. Create and execute the call center's strategic direction and goals, which support the overall goals of our client and FCR.
  • Develop service standards, operational performance dashboards, and scorecards.
  • Improve customer experience and quality results by evaluating and redesigning processes through analyzing data and trends. Make recommendations to improve product and service offerings based on call center patterns and results.
  • Utilize statistical data on staffing, call volume, colleague performance, and call trends to identify process improvements and to enhance and drive performance.
  • Ensure proper workforce management, optimization of staffing levels, service level attainment, and effective resource allocation across multiple FCR locations.
  • Works with program managers to assure the client’s needs and company needs are in balance.
  • Proactively communicates new ideas and wins to the client and to all levels within the organization.
  • Directs important client milestones and/or needs with the leadership team to assure timely compliance.
  • Creates and presents presentations on project status, planning, wins, and challenges.
  • Holds weekly One-on-One meetings with the program managers to discuss team performance and career goals.
  • Provides coaching and feedback on performance.
  • Build relationships and collaborate with key stakeholders to ensure the delivery of commitments.
  • Other duties/projects as assigned.

Qualifications

  • Advanced leadership, communication, negotiation, and client relations skills.
  • Strong attention to detail and a sense of urgency with a client-focused approach.
  • Demonstrate the ability to manage and prioritize multiple projects simultaneously.
  • Forecasting experience and capabilities preferred.
  • Resilient and able to work in a fast-paced, changing environment.
  • Superior problem solving and critical thinking skills required.
  • Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions.

Additional Qualifications

  • 5+ years of professional experience as a leader with a proven track record of managing and developing a high-performing team in a contact center environment.
  • Strong computer skills required, including use of MS Office Suite, Excel, and PowerPoint.
  • Demonstrated ability to plan, prioritize, coordinate, and manage projects in a deadline-sensitive environment required.
  • Bachelor’s Degree, preferred.
  • Occasional over-night domestic and international travel.  Frequent travel between sites using company car.
  • Valid Driver’s License and ability to be insured, required.
  • This is a supervisory role with up to 5 Program Managers and 300-500 indirect reports.
  • Project management and vendor management skills are a plus.
  • Experience working with startups & tech companies, a plus.
  • Employment contingent upon successful completion of a background check.

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by a Program Director. Employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Physical Demands: Sitting up to 100% of the time

Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment.

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. 

 

 



Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.

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