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Support Services Group (SSG) is a global contact center providing top-notch customer care to leading brands worldwide.
Program Manager
Location
Philippines
Posted
179 days ago
Salary
0
Seniority
Lead
Job Description
Program Manager
Support Services Group
• Oversee a network of ~3,000 agents across multiple outsourcing partners • Validate daily staffing vs. committed projections from each vendor • Monitor daily schedule adherence, shrinkage, or interval compliance • Authorize, deny, or ask vendors for OT or VTO • Conduct Weekly/Monthly Business Reviews (WBR/MBR) • Monitor billing to ensure zero financial wastage; audit invoices • Coordinate with Workforce Management (WFM) to ensure vendors are staffed correctly
Job Requirements
- 7+ years of professional experience in BPO, ideally with both WFM and Operational background
- Proven track record managing large-scale operations (1,000+ seats) across multiple geographies or sites.
- Bachelor’s degree in Business, Finance, Supply Chain, or Operations Management.
- Familiarity with WFM tools (e.g., Calabrio, Verint, IEX) and BPO reporting dashboards (e.g., PowerBI, Tableau).
- Experience with SOWs (Statements of Work) and understanding SLA (Service Level Agreement) structures.
Benefits
- Health Support Services
- Flexible work arrangements
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