Website PartnerHero

We only hire dedicated individuals who are ready to grow.

PartnerHero helps some of the best startups in the world build globally distributed teams of customer service and technical support professionals. We’re currently searching for passionate candidates who are experienced BPO team leader to join our fast-growing company.

Program Managers oversee operations (also known as “programs”) on behalf of our partners. Our partners are largely US-based technology startups and our programs consist of highly professional customer service, moderation, sales, engineering and creative associates who support our partners’ growth. We’re only looking for the best and brightest to join our team.

You will report to our Director of Operations and have multiple team leads and associates (aka “heroes”) in your care. You will be constantly identifying risks and opportunities within the programs assigned to you and work with your team to ensure all deliverables and metrics are met. You act fast, work proactively, and are data-driven when it comes to decision making. As a program manager, it is your ultimate goal to create smart, sustainable workflows and a team that can self-manage in its daily duties. Creating the right foundation in your program gives you time to focus on professional development and high-level program operations.

JOB TYPE: Full-time (40 hours per week)
HOURS: Monday to Friday, 9 AM to 6 PM local time, occasional weekend work
LANGUAGES: Fluent English
LOCATION: Boise, ID
About PartnerHero: This isn’t your average outsourcing company. We only hire dedicated individuals who are ready to grow professionally and take pride in representing our partners. We’re equally committed to our team members as they are to us. PartnerHero is a culture of mutual empowerment where all employees have many opportunities for professional development.

RESPONSIBILITIES

The key responsibilities for this role include but are not limited to:

Client communications:

ensure SLAs provided by the client are achievable (CSAT, Productivity, Response time, Resolution time, etc)
weekly status calls with partner
recommend workflow changes and production enhancements when necessary
request updates for outdated training materials

Reporting, by generating and analyzing:

attendance reports
associate performance dashboard
other operation and financial data

Evaluating and calculating daily and weekly goals to meet client’s metric expectation
Forecasting for program staffing and capacity communicating this forecasting to Partner, when it is required
analyzing and evaluating workload to determine when max capacity is reached
Scheduling and ensuring complete coverage establishing a sustainable system to ensure support to local and remote agents
Conducting weekly or bi-weekly 1:1s with direct reports
Identifying associates the can be future leaders giving them opportunities to grow
developing their skills and potential through direct coaching, feedback and any program available for self-development
Learn every aspect of your program and be prepared to roll up your sleeves and jump into production when needed
Create a professional atmosphere based on the PartnerHero values: Be Humble, Take Ownership, Care for Others, and Embrace Growth
Working on development plans with associates and leadership
Ensuring follow through disciplinary actions, when needed
Assisting other Program Managers, when necessary
Ensure that feedback is captured and professional calibration is undertaken for all team members
Helping design and launch new programs for partners

Requirements

2+ years in a Management role in a Customer Service context
Excellent written and spoken English communication skills
Able to build positive working relationships with employees and colleagues alike
Data-driven approach to manage program operations
Advanced experience using Excel for analysis and forecasting
People management skills
Great customer service skills
Ability to develop talent
Humble, good listener
Open to feedback
Experience solving difficult operational challenges and resolving conflicts with employees and partners
Excitement about PartnerHero’s mission and a desire to give back to the community

Benefits

A competitive salary, with compensation based on experience (payment in US dollars)
Paid time off, including holidays
Permanent contract
The opportunity to join a dynamic community of professionals across the globe!

To apply for this job please visit partnerhero.breezy.hr.