THE POSITION: This Program Management Lead serves as a subject matter expert, conducts on the job training and assists the team with escalations.  They work closely with the supervisory team to ensure that program goals and key performance indicators are met.  Additionally, they participate in special projects and support the Supervisor. ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:Act as a SME providing leadership support according to business rules of assigned programProvide on-the-job training to new and existing team members in partnershipResolve escalated customer issues.Assist with agent task assignment in Supervisor’s absence.Other tasks and projects as assigned.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.EXPECTIONS OF THE JOB:Manage regular communication with the client dependent on programEnsure adherence and compliance to program SOPs and business rules, policies and proceduresAssist in developing work processes, SOPs, and training materialsMeasure and maintain performance against standards.Assist IT with testing of program enhancements.Assist with agent task assignment in supervisor’s absence.Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and othersAccept being accountable and responsible in work practices and expectations.  Delivers what is promisedFoster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparencyUses innovative critical and creative thinking to evaluate and solve work and customer issues.Seeks assistance in solving work problems through collaboration and information seekingExcellent attendanceAbility to effectively coach and develop associates with influenceThe above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.WORKING ENVIRONMENT:The requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.This is a largely sedentary role.  While performing the essential functions of this job the employee is regularly required to stand and/or sit for long period of time (up to 90%).  Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp; occasionally required to lift and/or move up to 25 pounds. The employee is intermittently required to stoop or crouch; push or pull; or kneel.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.This job operates in a professional office environment. This role routinely uses standard office equipment.The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.EVERSANA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.
