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Contact Center Deputy Program Manager
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- The Call Center Deputy Program Manager ensures the overarching functions of the assigned site meet contractual deliverables and Serco goals while supporting successful delivery of all contractual obligations within the timeframes specified within the contract.
- Functions under the supervision of the Program Manager to assist with the operation of the contact center and to serve as Acting Program Manager in the absence of the PM;
- Oversee daily operations of a 24/7 Tier 1 Contact Center, ensuring optimal staffing and performance ;
- Participate in call calibration, quality review activities, and post-complaint and post-survey service recovery activities ;
- Ensure continuous training and development of the contact center staff, including hiring and onboarding ;
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