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Program Manager II

Yoh, A Day & Zimmermann Company
Ridgefield, CT
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Program Manager II- Vendor Contact Center
Ridgefield, CT
6 month W2 contract (with potential to extend or transition to perm)
Pay rate: $63-66/hour

Some of the Your Responsibilities:
  • The Manager provides program, external contact center oversight and customer experience excellence guidance based on evolving customer behavior and innovation.
  • They would be responsible for all aspects of the vendor relationship, team structure, monitoring or meeting service level performance metrics, and proactively identifies data-driven training and quality gaps.
  • The Manager acts as the day-to-day escalation point for critical contact center issues and facilitates a final resolution.
  • This individual ensures vendor is audit ready through oversight of the contact centers quality requirements while creating and maintaining related process documentations and systems.
  • As the main point of contact, this individual serves as a subject matter expert (SME) on contact center operations, systems, document management and processes.
  • The Manager ensures contact center trends, product and technical updates or policies are available and communicated to the external vendor and internal management.
Skills or Requirements:
  • Ability to present technical knowledge in a simplified understandable manner
  • Ability to understand smart devices, digital Apps and other technical mobile or web aspect
  • Ability to analyze data, trends, and problem-solve creatively in a fast paced environment.
  • Ability to clearly communicate verbal and written correspondence to all levels of management
  • Ability to critically think through resolutions of technical and personnel issues that surface in daily operations.
Data Analysis, Problem Solving, Project Management

Must meet one of the 2 requirements below.
Bachelor's degree.  Preferably in Computer Science, Business, IT or related Technical field
Preferred experience in customer service, contact center, project management, helpdesk or related technical experience
Associate degree AND 3+ years relevant experience in customer service, project management, contact center or helpdesk is required.

What’s In It For You?
We welcome you to be a part of one of the largest global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you.
  • Medical, Dental & Vision Benefits
  • 401K Retirement Saving Plan
  • Life & Disability Insurance
  • Direct Deposit & weekly ePayroll
  • Employee Discount Programs
  • Referral Bonus Programs

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit to contact us if you are an individual with a disability and require accommodation in the application process.

Yoh, A Day & Zimmermann Company


Ridgefield, CT