Position Description
Job Title: (AM) Program Manager
Job Code: NAAM12052012
Location: St. Catherines
Category: Account Management
Total Positions: 1
Start Date: Immediate
Job Description: ABOUT TRANSCOM

Transcom is a global outsourced service provider entirely focused on customers, the service they experience and the revenue they generate. Our customer management and credit management services are designed to strengthen our client’s customer relationships and secure their revenue streams.
Our heritage lays in the highly competitive telecommunications industry, where we have fine tuned our ability to manage extreme volume peaks and troughs and to support highly complex sales, service and collection functions.
Transcom entered the Canadian market in 2007 with the acquisition of NuComm International, Canada’s largest privately held customer management service provider.

Today Transcom operates out of 6 locations in Canada, with a total capacity of over 1,200 seats. In addition, Transcom North America, through its innovative subsidiary, Cloud 10, manages over 1,110 home agents.

Canadian clients are also served from Transcom's extensive range of near shore and offshore locations, including the United States and the Philippines.


The Program Manager maintains and expands relationships with strategically important small and large customers. Assigned to four to six customers, the Program Manager is responsible for achieving sales quota and assigned strategic account objectives.
The Program Manager represents the entire range of company products and services to assigned customers, while leading the customer account planning cycle and ensuring assigned customer needs and expectations are met by the company.
The Program Manager reports to the Director of Client Delivery.


High degree of client facing interactions necessitating the ability to handle sensitive situations.
Establishes productive, professional relationships with key personnel in assigned customer accounts.
Coordinates the involvement of company personnel, including support, production / operations, and management resources, in order to meet account performance objectives and customer expectations.
Meets assigned targets for profitable sales volume and strategic objectives in assigned accounts.
Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, as well liaisons between internal departments to ensure Key Performance Indicators are met.
Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.


Achieves assigned sales quota in designated strategic accounts
Meets assigned expectations for profitability
Achieves strategic customer objectives defined by company management
Completes strategic customer account plans that meet company standards
Maintains high customer satisfaction ratings that meet company standards
Completes required training and development objectives within the assigned time frame


Reports to the Director of Client Delivery
Enlists the support of operations managers, implementation resources, production resources, and other management resources as needed
Closely coordinates company executive involvement with customer management
Work closely with Customer Service Representatives to ensure customer satisfaction and problem resolution
This position may have direct report staff assigned to support responsibilities in specific customers


Proactively promote the TransVision objectives.
Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
Create an open and energetic culture within his/her business unit.
Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
Ensure a high level of morale and a sense of loyalty to TWW in each individual.
Provide feedback to Corporate Governance on ideas for improving standards and processes.
Continuously review procedures and implement improvements.
Implement TWW standard practices.


Post secondary degree or professional experience.
Preference to those with prior CPG
3-5 years in Call Center Operations @ Manager Level
Bilingual Preferred/An Asset
PC proficiency / Excel / PowerPoint

Experience Required 3-5 years in Call Center Operations @ Manager Level

People Management: Yes
Salary: To be determined
Employment Type: Full Time
Experience: 2-5 Years Experience
Education: No Degree Earned
Travel: 25%
CONTACT DETAILS: Interested in this position?
If so, please send your CV by email to the following address or just click 'Apply Online' link.
  Name      : Careers
Email      :
Phone     : +1 877 637 2615

Posted on: 5-12-2012

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