Lead, Program Management

Job Description
THE POSITION:
This Program Management Lead serves as a subject matter expert, conducts on the job training and assists the team with escalations.  They work closely with the supervisory team to ensure that program goals and key performance indicators are met.  Additionally, they participate in special projects and support the Supervisor. 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:
Act as a SME providing leadership support according to business rules of assigned program
Provide on-the-job training to new and existing team members in partnership
Resolve escalated customer issues.
Assist with agent task assignment in Supervisor’s absence.
Other tasks and projects as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
EXPECTIONS OF THE JOB:
Manage regular communication with the client dependent on program
Ensure adherence and compliance to program SOPs and business rules, policies and procedures
Assist in developing work processes, SOPs, and training materials
Measure and maintain performance against standards.
Assist IT with testing of program enhancements.
Assist with agent task assignment in supervisor’s absence.
Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others
Accept being accountable and responsible in work practices and expectations.  Delivers what is promised
Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency
Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
Seeks assistance in solving work problems through collaboration and information seeking
Excellent attendance
Ability to effectively coach and develop associates with influence
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.