Program Manager

About Company:
Diya Systems, is a  fully owned subsidiary of GlowTouch Technologies, an award-winning technology services firm delivering custom technology services to business of all sizes around the globe. Headquartered in Mangalore, India, Diya Systems, provide custom application development services, customer and technical support, website development, and more. We started our operations in 2001 and today we are with 1,500+ professionals. We are  the largest IT/ITeS Company based out of Mangalore.  We have been certified in  9001:2008 (QMS),  14001:2004 (EMS)  and 27001:2013 (ISMS).  You may visit our website ( or to know more about us.

Responsible for operational execution and service delivery for a specific program. Acts as the primary liaison between the client and the center operational team.


  • Coordinate, monitor, and track deliverables to ensure delivery to clients
  • Serve as point of contact for clients and act as client advocate
  • Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in the program objectives
  • Offer solutions to enhance client performance, expand the services provided, and improve overall delivery
  • Work with operations to document business requirements, KPIs/metrics and program set-up features to meet client’s specifications
  • Conduct regular internal meetings to review contact center performance against client expectations and performance guarantees
  • Participate in call monitoring/calibration sessions
  • Partner with operations to develop staffing needs and the weekly, monthly, quarterly schedule
  • Identify and communicate processes to continually enhance the quality of services to clients as well as improvements to productivity and client financial goals
  • Work with contact center management to handle any concerns, problems, and/or objections the client may have relating to the planned program and the associated business objectives
  • Ensure timely delivery of accurate client activity reports
  • Communicate and participate in daily, monthly and quarterly business review sessions with clients


  • Master degree in business, marketing, communications, retail management, or related field; proven industry experience will be acceptable.
  • Minimum 12+ years’ experience in the call center/BPO outsourcing space with a minimum of 8+ years’ experience with technical support & chat
  • Minimum 4+ years’ project management experience
  • Minimum 3+ years’ client management experience
  • An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills
  • A proactive individual who possesses a strategic focus as well as an operational, implementation, and detail oriented perspective
  • A strategic planner with sound technical skills, analytical ability, good judgment, and strong operational focus
  • Ability to take initiative with a high sense of urgency
  • Ability to manage multiple priorities and deadlines
  • Ability to work extended hours, weekends, and holidays pursuant with industry demands
  • Willingness to travel

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