Workforce Management Analyst Jobs in Raleigh, NC

The Program Manager serves as the senior leader responsible for the overall management, strategic direction, and successful execution of the customer service operations supporting transportation/tolling client. The Program Manager provides executive-level oversight of all operational, personnel, performance, and compliance functions to ensure the delivery of exceptional customer service while meeting or exceeding all contractual requirements and service level objectives. This role is responsible for driving operational excellence, managing risk, fostering innovation, and maintaining strong partnerships with stakeholders.

Acting as the primary point of accountability for contract performance, the Program Manager leads cross-functional teams, implements best practices, and champions continuous improvement initiatives designed to enhance customer experience, operational efficiency, and organizational effectiveness.

This is a hybrid opportunity based in North Carolina. Position requires regular onsite presence at headquarters in Morrisville, NC (1-2 days per week) and at other designated facilities as required.

Required

• Bachelor's degree in Business Administration, Management, Communications, or a related field; equivalent experience may be considered.
• Minimum of five (5) years of progressively responsible experience in customer contact center operations.
• Minimum of three (3) years of experience managing a large-scale customer service program, contract, or project of comparable size and complexity.
• Demonstrated success leading customer service operations with responsibility for service delivery, workforce management, quality, and performance outcomes.
• Experience managing contractual obligations, operational budgets, performance metrics, and client relationships.
• Strong leadership, business acumen, and strategic planning capabilities.
• Exceptional communication, presentation, negotiation, and relationship-building skills.
• Proven ability to analyze operational data and implement effective solutions that improve performance and customer experience.
• Reside in the state of North Carolina
• Ability to pass any required background checks and drug screenings

Preferred

• Experience supporting government, transportation, tolling, public-sector, or highly regulated customer service environments.
• PMP, Six Sigma, Lean, COPC, or other relevant professional certification.
• Experience leading large-scale operational transformations, transitions, or service improvements.

• Provide overall leadership, governance, and strategic direction for all customer service operations.
• Serve as the primary liaison and trusted advisor  leadership and key stakeholders.
• Ensure full compliance with all contractual obligations, performance standards, policies, procedures, and regulatory requirements.
• Develop and execute strategic plans that align operational performance with business objectives and customer service goals.
• Anticipate operational risks and implement proactive mitigation strategies to ensure uninterrupted service delivery.

• Direct all customer service center operations to achieve service level agreements (SLAs), key performance indicators (KPIs), quality objectives, and customer satisfaction targets.
• Monitor operational performance through data analytics, performance dashboards, and trend analysis to drive informed decision-making.
• Establish a culture of accountability, operational discipline, and customer-centric service delivery.
• Oversee workforce planning, resource allocation, and operational readiness to support changing business demands and service volumes.

• Provide leadership, coaching, mentoring, and professional development for management staff and frontline teams.
• Maintain accountability for staffing, employee engagement, retention, succession planning, and performance management.
• Build and sustain a high-performing workforce focused on customer satisfaction, quality, and continuous improvement.
• Foster a collaborative, inclusive, and results-driven work environment.

• Lead process improvement initiatives that increase efficiency, reduce costs, improve service quality, and enhance the customer experience.
• Identify opportunities to leverage technology, automation, and operational best practices to improve performance.
• Implement corrective action plans and operational enhancements based on data-driven performance analysis.
• Champion continuous improvement methodologies and a culture of innovation throughout the organization.

• Deliver regular operational reviews, executive briefings, and performance reports to leadership.
• Present key trends, risk assessments, improvement initiatives, and performance outcomes to stakeholders.
• Effectively manage escalations, customer concerns, and sensitive operational issues.
• Collaborate with internal and external partners to ensure alignment across all program functions.

This position is contingent upon contract award and funding approval. Candidates may be interviewed and selected in advance; however, employment and start dates are dependent upon successful contract award and operational need.

Senture, a TP company is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.