Contact Center Program Manager - Work From Home United States

Contact Center Program Manager - Work from home United StatesWork From Home United StatesThe Contact Center Program Manager is responsible for leading a project team through the implementation of highly complex, large-scale, projects and business corporate initiatives. The CC Program Manager will manage a team of professionals that are subject matter experts in operational processes that are dedicated to complex, sensitive finance, business problem analysis and highly visible cross divisional projects, in the Contact Center. Has overall responsibility for planning, directing, overseeing and executing a variety of programs, such as complex process improvement & redesign and change management, to ensure that goals or objectives of the projects are accomplished within the prescribed timeframes.Pay Range: $86,200.00 - $125,600.00 - $165,000.00

• Leads a team of project managers that works with a variety of teams at Flagstar including IT, Telephony, Banking Group, Performing Servicing, and Marketing, Oversees the execution of all aspects of the project implementation for large scale corporative initiatives which impact the Contact Center. This may include: cost benefits analysis, work plans, functional and technical designs, construction testing and implementation. Ensures efficient and high-quality installation of new software and /or systems within the Contact Center, and monitors all aspects of implementing projects.
• Subject Matter Expert-Level Support – Key stakeholder on implementation of new and revised systems, policies and guidelines which have a significant impact on the department or functional area by evaluating processes for risks and compliance to regulatory/investor requirements. Experience with third party vendors and compliant vendor management processes; including agreements, statement of work and or addendum review, redline, negotiation and approval.
• Manages communication and documentation of projects. Develops consistent, clear and concise written communication and procedure-based documentation during the integration/implementation of programs/services/initiatives with cross functional business partners. Timely and accurate completion of questionnaires, due diligence and status documents. Responsible for keeping procedures, user guides, and other departmental documentation up to date. Oversees the design, planning and testing of items to ensuring all deliverables fulfill requirements and are appropriately documented. Provides both verbal and written communications regarding project status, risks, and issues to other senior management.
• Creates a framework and manages ongoing prioritization of projects, provides direction, support and accountability to the entire project team to deliver solutions that are cost effective, sustainable, and meet business requirements, while keeping compliant with government regulations and guidelines. Measures and monitors return on investment (ROI) of projects and process improvement projects to ensure organizational efficiency and profitability Translates and simplifies requirements of projects to the project team, and managing the communication of those requirements.

• Conduct performance appraisals.
• Manage a team of full time Project Managers directly to serve on projects through the project life cycle.
• Ensure cross training/back-up is available.
• Maintain a manager action plan and a low performer action plan, as needed.
• Identify team and individual goals and perform employee observations.
• Coach and develop staff; hold accountability meetings, as needed.
• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
• Assign corporate and Contact Center project management responsibilities to team members.
• Implement succession planning.

• Proven ability to manage development projects from inception to successful implementation
• Project Management Professional (PMP) certification highly preferred
• Working understanding of risk, compliance and regulatory & investor requirements
• Strong ability to work with a sense of urgency in a fast pace environment
• Have a distinctive ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved
• Established experience in people management, strategic planning, risk management, and change management
• 3+ years of supervisory or management experience
• Project Management Professional (PMP) certification preferred
• Demonstrated ability to coach and lead a team
• Ability to create and deliver influential large-scale project communications with clarity, confidence, and enthusiasm
• Must be exceedingly organized and have a strong attention to detail including the ability to create and maintain documentation
• Adjusts positively to quickly-changing priorities and shifting goals
• Demonstrated ability to manage multiple large-scale project budgets
• Prior call center and/or mortgage/retail banking experience highly preferred
• Must interact professionally with a diverse group: executives, managers, vendors, and investors
• Exceptional written and oral communication including facilitation & summarization skills to drive action and results
• Bachelors Degree Required or Comparable Work Experience.
• Comprehensive knowledge of the Microsoft Office Suite, including Microsoft Project. Jira and Clarity knowledge preferred
• HS Diploma, GED or Foreign Equivalent
• Robust problem solving & strategic thinking skills, with the ability to identify problems and recommend solutions
• Excellent ability to prioritize work by dividing time, attention, and effort between management, current project workload, and ongoing support tasks
• 8+ years direct work experience with all aspects of project development, implementation, and maintenance