Program Manager – Contact Center Operations

About the role

CareNet Health is looking for an experienced Program Manager to lead its contact‑center operations in San Salvador. The role will ensure operational excellence, client satisfaction and employee engagement while meeting SLAs and contractual commitments.

Key responsibilities

• Oversee day‑to‑day operations of assigned call‑center programs to meet performance targets and contractual commitments.
• Monitor and analyze operational metrics to identify trends, risks and opportunities for improvement.
• Develop and implement action plans that close performance gaps and drive operational excellence.
• Lead, coach and develop supervisors and team leads, fostering a culture of accountability and high performance.
• Serve as the primary operational point of contact for clients, conducting regular business reviews and strategic planning sessions.
• Coordinate with Recruitment, Training, Quality Assurance, Workforce Management, HR and IT to ensure program success.
• Support workforce planning, scheduling and capacity management to meet evolving business demands.
• Lead continuous‑improvement projects that enhance productivity, customer experience and service excellence.

Required profile

• Bachelor’s degree in Business Administration, Management or a related field (or equivalent experience).
• Minimum 3–5 years of leadership experience in call‑center or program management.
• Proven ability to lead leaders and manage complex client‑facing operations.
• Strong executive‑level communication and influencing skills.
• Demonstrated professionalism, discretion and ability to thrive in a fast‑paced environment.
• Willingness to work onsite in San Salvador.

Required skills

• Microsoft Office
• Reporting tools