Technical Program Manager, Contact Center Enablement

TL;DR

Technical Program Manager (Contact Center Enablement): Managing complex projects for process improvements and technology enablement within contact center operations with an accent on AI technology implementation and data-driven operational enhancements. Focus on leading cross-functional initiatives, optimizing agent performance, and ensuring high customer satisfaction.

Location: Hybrid, with a strong preference for candidates based in the Charlotte, NC area. The role requires eligibility to work in the US, as indicated by US-specific benefits like 401K and health insurance.

Company

hirify.global is reimagining how people live, work, play, and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South, backed by Apollo Global Management.

What you will do

• Research and implement innovative contact center technologies, especially AI, for process streamlining and operational performance.
• Lead complex technical initiatives that align with industry best practices and strategic goals.
• Develop and execute integrated project plans, scope, and timelines for multiple initiatives.
• Act as the primary liaison between stakeholders and technical teams, fostering cross-functional collaboration.
• Establish key performance indicators (KPIs) and analyze performance data to evaluate initiatives and inform decision-making.
• Prepare and present detailed reports on project progress and outcomes to senior management.

Requirements

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• 5+ years of experience in a contact center, telecom, or process improvement role.
• Proven project management skills, including leading complex projects from inception to completion.
• Strong analytical skills, with the ability to leverage data to drive strategic decisions.
• Excellent communication and presentation skills, capable of engaging with stakeholders at all levels.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Nice to have

• Background in customer service and technical support.

Culture & Benefits

• Contemporary ways of working with hybrid roles and investment in technology to stay connected.
• Competitive compensation and comprehensive benefits, including medical, dental, vision, life insurance, employee assistance program, and 401K with company match.
• Strong focus on inclusion and belonging, fostering a diverse team.
• Recognized as a Top Workplace by the Charlotte Observer.
• Programs reflecting a belief in promoting overall wellness through physical, emotional, and financial health.