Program Manager

Overview

If you meet the requirements, please apply and include a brief message outlining how your experience aligns with the qualifications below.

10 Month Contract + Possibilities of Extension

Insight Global is seeking a Program Manager to lead Quality Excellence and Quality Management initiatives across contact center operations. This role is responsible for defining how quality is measured, reported, and improved, leveraging AI enablement, workforce management platforms, and data‑driven insights. The Program Manager will evaluate newly enabled capabilities, identify what value has been unlocked, and drive measurable improvements in quality outcomes.

A strong call center background is essential, including experience with quality scoring, compliance requirements, and workforce management practices. Microsoft Copilot will be a key focus area, with this role orchestrating use cases, tracking adoption and ROI, and delivering executive‑level reporting. This role partners closely with business, technology, UX, product, and third‑party stakeholders to ensure quality programs scale effectively and align to strategic priorities.

The Program Manager will lead Quality Excellence and Quality Management initiatives across contact center operations. Responsibilities include defining how quality is measured, reported, and improved; evaluating new capabilities; tracking value unlocked; and delivering measurable improvements in quality outcomes. The role requires experience with quality scoring, compliance requirements, and workforce management practices. Focus areas include Microsoft Copilot use case orchestration, adoption tracking, ROI measurement, and executive‑level reporting.

Partner with business, technology, UX, product, and third‑party stakeholders to scale quality programs in alignment with strategic priorities.

• 5+ years of Program Management
• Experience in Contact Center, or Call Center, or Guest Experience
• Experience working across numerous business units
• Experience with governance frameworks, executive reviews, data‑driven reporting, KPIs and scorecards
• Experience owning end‑to‑end delivery of programs, managing multiple work streams, timelines, risks, and dependencies to ensure strategic initiatives are executed successfully