What certifications do your PMs hold?

COPC, PMP, Lean Six Sigma Black Belt, PROSCI, plus WFM certifications (NICE IEX, Verint, Aspect, Genesys WEM).

Fractional or full-time?

Both. Fractional PMs from 2–3 days/week for smaller operations, full-time PMs for large multi-site or BPO-heavy operations.

Which delivery frameworks do they run?

SAFe, disciplined agile and hybrid stage-gate — with playbooks for CCaaS migrations, AI rollouts and vendor consolidation programs baked in.

How do they report progress to executives?

Weekly burn-up, monthly steer-co decks and a live outcomes dashboard tracking AHT, containment, CSAT and adoption — same source of truth for ops, IT and finance.

Can PMs manage our BPO vendors?

Yes — governance, QBRs, calibration, SLA management and cost-per-contact benchmarking across up to 5+ BPO sites.

Contact Center · Program

Contact center program managers, on demand.

Program managers who run the operating side of the contact center — WFM, QM, training, coaching, BPO vendor management, quality calibration and continuous improvement. Three profiles in 48 hours.

48 hrs

3 vetted profiles delivered

Operations

WFM, QM, training, BPO governance

2 weeks

Typical time-to-billable

Contact Center PgM podteam composition

Program director×1

Delivery manager×2

PMO analyst×1

Risk & governance×1

Certifications

PMPPgMPSAFePROSCIITIL 4

Role-specific

Why teams book Program with Pronix

48 hrs — 3 vetted profiles delivered
Operations program managers
WFM & QM leads
Training & BPO governance

Book your working session

30 minutes, no slides. A senior delivery lead reviews your stack and gives you a concrete pilot outline.

Trusted by enterprise CX & digital teams

COPC
PMP
Lean Six Sigma
PROSCI
WFM
QM

What you get

A working pilot in 90 days — not a 40-page slide deck.

Operations program managers

PMs who own service-level, occupancy, shrinkage and AHT programs across in-house and BPO sites.

WFM & QM leads

Workforce management and quality management program managers — forecast accuracy, calibration, coaching and speech-analytics-driven QA.

Training & BPO governance

Training program managers and BPO governance leads who run onboarding, nesting, calibration and vendor QBRs.

Book a 30-min working session →

Proof

“Their contact center PM rebuilt our WFM and QM operating rhythm — service level up 4 points and attrition down 12% in a quarter.”

VP Customer Care Operations — Telco

+4 pts SL · 12% attrition drop · 1 quarter

FAQ

Questions buyers ask us first.

What certifications do your PMs hold?: COPC, PMP, Lean Six Sigma Black Belt, PROSCI, plus WFM certifications (NICE IEX, Verint, Aspect, Genesys WEM).
Fractional or full-time?: Both. Fractional PMs from 2–3 days/week for smaller operations, full-time PMs for large multi-site or BPO-heavy operations.
Which delivery frameworks do they run?: SAFe, disciplined agile and hybrid stage-gate — with playbooks for CCaaS migrations, AI rollouts and vendor consolidation programs baked in.
How do they report progress to executives?: Weekly burn-up, monthly steer-co decks and a live outcomes dashboard tracking AHT, containment, CSAT and adoption — same source of truth for ops, IT and finance.
Can PMs manage our BPO vendors?: Yes — governance, QBRs, calibration, SLA management and cost-per-contact benchmarking across up to 5+ BPO sites.

Ready to see it in your stack?

30 minutes with a delivery lead. Your architecture, your KPIs, a concrete pilot outline you can defend internally.

Book a 30-min working session →