Who are we?

At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.

Job Description:

Job Type: Salary

Pay: $55,000 - $60,000 annually

Schedule: Day Shift, Monday-Friday

Work Location: On-site

Summary:

The Program Manager is responsible for overseeing and delivering large-scale telecommunications BPO programs, ensuring operational excellence, client satisfaction, and achievement of business objectives. This role focuses on operational performance, KPI management, and cross-functional execution while partnering closely with clients and internal teams.

Key Responsibilities Include:

• Manage workforce planning, scheduling, forecasting, and real-time adherence
• Balance staffing between call queues and offline work to meet SLAs
• Own operational reporting (service level, AHT, productivity, backlog, quality, attendance)
• Analyze trends, identify risks, and drive performance improvements
• Partner with QA, Training, and WFM teams to execute program goals

Soft Skills:

• Client-focused mindset with strong relationship-building skills
• Empathy and active listening, especially in customer-impacting situations
• Ability to handle escalations calmly and professionally
• Strong organizational skills and attention to detail
• Comfortable managing change and ambiguity

Required Qualifications:

• 3–5+ years in contact center operations or program management
• Experience in blended environments (phone + back office)
• Strong workforce management and data analysis skills
• Proven experience managing Supervisors/ Team Leads
• Advanced Excel skills; WFM or BI tools a plus

Preferred Qualifications:

• Experience with NICE, Verint, Genesys, or similar WFM tools
• CRM/ticketing experience (Salesforce, Zendesk, ServiceNow)
• Experience managing multiple queues or workflows

Benefits:

• 401(k) matching (4%)
• On-Demand Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program
• Employee Discount Schedule
• Flexible Spending Account
• Life Insurance
• Paid Time Off
• Paid Training
  

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!