Job: Assistant Program Manager

Jobing Description

Overview:

Responsible for working with the Program Manager to ensure all program goals (internal and client driven) are met. Includes managing, providing feedback, and developing Customer Service Representatives (CSRs).

Responsibilities:

Update program status to Program Manager on a daily basis; alerting them if the program is in any way at risk .

Address any customer service issues in a timely manner.

Communicate any unresolved customer service issues to the Program Manager immediately.

Assist, support and develop CSRs through periodic one-on-one coaching sessions to ensure employees provide the highest level customer service, sales (if applicable) and problem solving skills and 100% program efficiency.

Maintain CSR personnel records, including attendance records, evaluation forms, all documentation regarding coaching sessions (including any corrective action documentation), and any other information related to employee performance.

Help establish and communicate CSR goals and objectives, including quality standards.

Recommend enhancements and improvements to overall program operations.

Implement recommended and approved program changes.

Assist Program Manager in ensuring proper program phone coverage, including increasing/decreasing personnel.

Maintain program files, including daily reports and any correspondence.

Evaluate employee performance and make recommendations for development, including disciplinary actions; complete semi-annual appraisal on each program CSR.

Communicate payroll changes to Program Manager and People Services Manager

Participate in screening, interviewing and on-the-job training of new CSRs.

Keep work area neat and clean.

Maintain a positive attitude and support ACCENT s Commitment to Excellence.

Perform other duties as assigned.

Qualifications:

Proficient with PCs, especially Microsoft Word and Excel.

Demonstrated leadership ability.

Demonstrated ability to be flexible with regard to work schedules.

Detail and process oriented.

Strong organizational skills.

Excellent interpersonal and telephone skills.

Professional attitude, enthusiastic, and reliable.

Effective written and verbal communication skills.

Ability to work a flexible schedule.

Minimum one year customer service and/or sales experience.

High school diploma required. College and/or professional training preferred.

Experience with MS Office.

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