Manager, Program Implementation
ACN - Concord, NC

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JOB SUMMARY: The Program Implementation team is responsible for providing full support to our customer and representative services contact centers. The manager of this team leads a group of specialists who will own the design, documentation and communication of associate-level procedures, partner with the business and with our organizational clients to drive implementation of new initiatives and systematically analyze key performance and customer support measures to identify and implement ongoing process improvements. The Program Implementation team ensures that systems and processes are efficient, repeatable and cost effective and that service delivery is predictable and measurable. The individual needs to be detailed oriented, possess good written and verbal skills and be able to manage multiple assignments in a dynamic work environment.


A. Methods & Procedures
  • Act as business process owner for associate, representative and customer-facing processes, assessing impacts of new products, policies and initiatives against existing procedures
  • Document procedures and maintain a knowledge base to allow our Services Delivery Organization to drive operational efficiency
  • Coordinate communications to associates of changes to policies, procedures
  • Act as subject matter expert to internal call center associates as well as business partners across the enterprise
  • Gather and assess feedback from supported teams for key learning and process improvement opportunities
B. Program Implementation
  • Represent the needs of the Services Delivery Organization in the implementation of enterprise programs and initiatives
  • Partner with internal teams, our corporate PMO and other business partners to develop project plans for implementation and execution of initiatives within the Services Delivery Organization
  • Own the definition of system application and operational requirements required to support company initiatives and departmental needs
  • Develop, coordinate and execute business testing (User Acceptance Testing (UAT)) associated with new or enhanced applications
  • Develop and execute communication and roll out plan to call center, operations and/or Independent Representatives
C. Drive continual process improvement
  • Analyze statistics and data to identify opportunities and business case for automation or business process re-engineering
  • Identify, prioritize and implement the process and system enhancements needed to improve the customer experience and contact center performance
  • Provide business partners across the enterprise with intelligence to understand how our products, services and business policies impact our customer and our contact centers

  • Flexibility in dealing with challenging situations
  • Proven ability to manage deadlines
  • Capable of managing multiple projects simultaneously with minimal supervision
  • Demonstrated analytical skills
  • Strong organizational and planning abilities
  • Demonstrated ability in quality process management and improvement methodology
  • Ability to work a flexible schedule and support a channel that operates in a 24x7 service environment
  • Proven problem solving capabilities and ability to make and communicate sound business decisions
  • Excellent written, verbal and organizational skills at all levels of the organization
  • Working knowledge PC operating systems and hardware
  • The employee must occasionally lift and/or move up to 10 lbs.
  • Specific vision abilities required by this job include close vision
  • Must be able to sit or stand for long periods of time
  • The employee is regularly required to talk and hear
  • The person in this position needs to occasionally move about inside the office
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

  • Bachelor’s degree or equivalent experience
  • 3+ years of recent Project Management experience and leading implementation initiatives
  • Experience in contact center management or support
  • Previous business process owner experience in identifying and managing requirements for CRM or client-server based solutions
  • 5+ years management experience
  • Advanced PC proficiency and proven history of learning new applications quickly
  • Prior experience in telecommunications is preferred
  • Certification or experience in change management, quality management or process improvement tools (TQM, six sigma, HPT , BPR, etc.)
  • Moderate to advanced experience with tools such as Microsoft Project and Visio (or similar applications)
  • Experience in using and administering formal Business Process Management (BPM) tools and Knowledge Base (KB) applications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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