Program Manager, Call Center

Pearl Interactive Network is sourcing a Remote Program Manager, Call Center.

The Remote Program Manager, Call Center coordinates and monitors the scheduling, pricing, and technical performance of company programs and operations. Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments. Ensure projects are completed on time and within budget. Acts as advisor to program team regarding projects, tasks, and operations.

Pearl offers a Competitive Compensation and Benefits package to include:

• Salary: $111K - $140K (DOE)
• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: 8 am - 5 pm, Monday - Friday

Technical Equipment, and Remote Office Requirements:

1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset provided.

Essential Duties and Responsibilities:

• Provide overall contract oversight and strategic direction, ensuring all deliverables, milestones, staffing requirements, service levels, and performance objectives are met in accordance with the contract and applicable government requirements.
• Lead contract implementation and operational startup activities, including resource allocation, staffing plans, training coordination, operational readiness, process implementation, and transition to full production.
• Serve as the primary point of contact for the client, government representatives, and key stakeholders, maintaining effective communication regarding contract performance, operational issues, staffing, risks, deliverables, and corrective actions.
• Oversee day-to-day call center operations to ensure service quality, productivity, customer satisfaction, compliance, and adherence to established performance standards and contractual service-level requirements.
• Develop, manage, and monitor contract budgets, labor costs, resource utilization, and financial performance to ensure efficient use of resources and compliance with approved funding and budgetary constraints.
• Direct workforce planning and staffing activities, including recruitment coordination, hiring priorities, personnel allocation, retention strategies, and staffing-level monitoring to maintain adequate operational coverage.
• Oversee recruitment, onboarding, and training coordination in collaboration with Recruiting, Security, Training, Quality Assurance, and Operations teams to ensure personnel meet required qualifications, security processing requirements, certification standards, and readiness criteria before performing assigned duties.
• Manage subcontractor relationships and performance, ensuring subcontracted services, staffing commitments, deliverables, quality standards, and contractual obligations are fulfilled. Monitor subcontractor risks and coordinate resolution of performance or compliance issues.
• Review and approve contract, operational, and management reports to verify accuracy, completeness, timeliness, and alignment with contractual reporting requirements. Ensure reports communicate staffing status, service levels, quality results, financial performance, risks, and corrective actions.
• Monitor key performance indicators, including service levels, response times, customer satisfaction, quality assurance results, productivity, staffing coverage, and operational efficiency; initiate corrective actions when performance falls below established targets.
• Provide leadership and oversight to Operations, Quality Assurance, Training, Workforce Management, Reporting, Recruiting, and other functional leads to ensure coordinated execution of program objectives.
• Establish and maintain program governance, performance review processes, risk management procedures, escalation protocols, and internal controls to support accountability and consistent contract execution.
• Identify operational, financial, staffing, and contractual risks; develop mitigation strategies and communicate significant issues, proposed resolutions, and resource requirements to client representatives and executive leadership.
• Ensure compliance with applicable contract provisions, government policies, security requirements, privacy obligations, quality standards, and required personnel authorization procedures.
• Lead continuous improvement initiatives by reviewing performance trends, customer feedback, quality findings, staffing data, and operational reports to identify opportunities to improve efficiency, service quality, and contract outcomes.
• Coordinate the development, review, and submission of contract deliverables, management reports, performance reports, staffing updates, and other required documentation within established deadlines.
• Conduct regular program performance reviews with internal leadership, subcontractors, and client stakeholders to assess progress, resolve issues, monitor commitments, and maintain alignment with contract objectives.
• Oversee corrective action plans and ensure assigned actions are implemented, documented, and evaluated for effectiveness.
• Maintain accountability for overall contract performance, ensuring operational teams and subcontractors deliver services in accordance with approved procedures, contractual requirements, and client expectations.
• Performs all other duties as assigned.

Job Requirements:

• Bachelor’s degree or equivalent in a business, healthcare or financial discipline.
• 15+ years’ experience supervising or managing inbound/outbound/virtual call center.
• US Citizen
• Highly proficient utilizing Excel and other Microsoft products.
• Working knowledge of CRM software.
• PMP certification preferred.
• Excellent interpersonal skills and self-sufficient.
• Excellent verbal/written communication skills and excellent follow through.
• Strong time management skills with the ability to quickly assess priorities and adjust as needed.
• Ability to analyze and explain data and execute strategies to improve performance.
• Ability to maintain positive relationships and manage both in-office and virtual teams.
• Ability to solve complex problems and issues.
• Strong analytical skills to interpret and forecast financial budgets.
• Ability to develop, recommend and implement plans for continuous process improvement.
• Strong leadership experience and skills.
• Great customer relations skills and experience.

Physical Requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation, Drug Screening, and Skills Assessment Required

Pearl Interactive Network, LLC 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, or protected veteran status and will not be discriminated against on the basis of disability.