Program Manager (Telecom) – Kingston

Summary

With direct experience in the Line of Business for a leading USA telecom provider and a passion for optimizing customer satisfaction, you will play a pivotal role in achieving company and client goals. Join a global leader in customer experience transformation. Elevate your career while enjoying the unique opportunities that come with this program manager role in Kingston, Jamaica. Ready to lead, innovate, and grow with us? Apply now and start making your mark on the future of customer experience in Jamaica with a leader in customer service and experience space.

Responsibilities

• • Supervise and coordinate the efforts of operational staff to meet predefined goals and objectives, ensuring alignment with company and client expectations.
• • Implement and drive process improvements aimed at enhancing operational efficiency.
• • Partner with other leaders to assist in budget planning and cost control measures to ensure better resource management.
• • Maintain records and prepare comprehensive reports on operational performance.
• • Develop team goals that align with both company and client objectives and coordinate staff’s efforts to ensure they continuously meet and exceed the goals.
• • Build and maintain strong relationships with clients to ensure continued satisfaction and business growth.
• • Meet or exceed monthly performance targets set by the Operations Manager and clients.
• • Conduct weekly reviews with the Operations Manager to assess progress and ensure the team is on track to meet or exceed goals.

Required Skills

• Leadership Experience:

  • • Proven ability to lead and manage a team of at least 100 employees.

• Target and Deadline Management:

  • • Experience in working with ambitious targets and tight deadlines, ensuring high performance and timely delivery.

• Microsoft Office Proficiency:

  • • Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).

• Communication Skills:

  • • Excellent verbal, written, and presentation skills, along with strong interpersonal abilities to engage with team members, stakeholders, and clients effectively.

• Emotional Intelligence:

  • • Maintaining politeness and compassion while demonstrating confidence and decisiveness in leadership situations.
• • Proven experience working with LOB for a US pioneering telecom brand and familiarity with its operational requirements.
• • Flexibility to work across varying schedules, as needed.
• • Strong ability to multi-task effectively while maintaining attention to detail.
• • Exceptional interpersonal skills with the ability to engage and collaborate professionally with all levels of staff and leadership.

Qualifications

• • Bachelor’s degree, preferably in finance or related field.
• • 3-5 years of experience in a Program Manager or similar leadership role.

Additional Information and Instructions

Working Conditions: Normal BPO environment.

About Fusion CX

Elevate your career with Fusion CX, where passion meets purpose. Join our team and become part of a culture that values integrity, teamwork, and excellence. You will be able to learn and develop with a global leader in customer service and a diverse team working for a renowned BFSI client as an English-speaking Customer Service Associate. With opportunities for advancement and a supportive leadership team, you will have the resources to succeed and grow. If you are in search of BFSI customer service associate jobs in Jamaica or seeking collection agent roles to elevate your career, join us as an English-speaking Customer Service Associate for the BFSI sector and be part of a transformational journey.

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