Program Manager

Position Description: Manager - Program Manager

Location: Hyderabad, India

Job Description:

- Looking for a smart, enthusiastic, hard-working, and creative candidate who will will be responsible for managing a team (approx. 25-30) of bright and high performing associates, ensuring successful delivery of business goals, effective people management and adherence of productivity and quality assurance.

Key responsibilities include:

- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals

- Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction - Sales Specialists and the Seller community

- Monitor real time service levels and schedule adherence

- Serve as leaders and point of contact for escalated contact resolution of a supervisory nature or complex problems

- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/ Kaizen initiatives as required

- Active participation in hiring and building the team & raising the bar in hiring process

- People management i.e. performance appraisals, goal setting, training and mentoring talent to grow within organization & control attrition

- Ensures employees growth & development, set priority, drive motivation & engagement for employees

Basic Qualifications:

- Master degree (preferably Computer Science or Business) and 5 years of relevant people management experience

- Advanced computer literacy in Microsoft Office (especially MS Excel) applications

- Excellent analytical, problem solving and logical reasoning skills

- Passion for innovation, automation and operational excellence

- Ability to work with IT systems, understand and work with XML feeds, SQL/DW.

- Excellent communication skills in written and oral English with the ability to face external and internal partners in a professional and mature manner.

- Demonstrated ability to build, develop, direct, and manage a group of people

- Ability to support Business and provide solutions to Seller pain points

- Ability to handle complex and ambiguous scenarios

- Ability to organize, prioritize and schedule work assignments.

- Ability to manage conflicting priorities - capability to work on several projects in parallel

- Ability to make administrative and procedural decisions

- Proven ability to manage reporting and analysis

- Demonstrated passion for delivering a positive Seller experience, and maintain composure in difficult situations

- Ability to effectively and efficiently complete difficult goals or assignments

- Can adapt well to changing circumstances, direction, and strategy

Preferred Qualifications:

- Ability to work with IT systems, understand and work with XML feeds, SQL/DW

- Ability to write macros in MS Excel aimed at improving process efficiencies