Sr. Manager - Contact Center - UBC - (Morgantown, WV)

Schedule: Full time Job ID: REQ20006470 POSITION OVERVIEW Strategic client contact for program(s) to which employee is assigned. Manages day-to-day activity of program and supervisory team. May have multiple and/or complex programs. Extensive interaction with internal and external customers. Significant participation in strategic planning. Reviews contracts and is accountable for proper execution of contract terms. Works with Senior Director or Director to develop policies, procedures and the business work plan for assigned program(s) in corresponding site(s). KEY FUNCTIONS Manage program(s) per the scope of work, program and standard operating procedures within the contracted budget in 1 or more sites. Manage day-to-day activity of the program operation, including supervision of staff. Monitor program statistics and metrics. Resolve complex cases.