Job Description
Job Purpose:
This individual will be a part of the program/project management team to manage enterprise-wide Contact Center solutions for customers from many verticals. As a pivotal and visible team member, drive the successful execution of projects, ensuring they are completed with the highest standards from inception to completion. Work with internal teams to coordinate activities and tasks as needed to meet project goals and ensure project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope.
Key Responsibilities:
* Will be responsible for managing the day-to-day operations of our call center and overseeing the successful completion of customer service projects.
* Communicate often with Business Analysts, Development Team, Quality Assurance Team.
* Review requirements/documentation, facilitate Sprint planning meetings, provide input on priorities.
* Communicate with business owners/other teams on issues/resolutions.
* Set and manage stakeholder expectations, both internally and externally.
* Hands on with business requirements, QA, and systems in the lower environments to ensure understanding the features in progress or planned.
* Define and document project scope, objectives, and desired outcome.
* Ensure project delivery is on time, as per scope, and within the allocated budget.
* Create and maintain detailed project documentation.
Required Skills & Experience
Experience:
* 7+ years of information technology/project management experience in a dynamic, fast-paced business environment. Equivalent experience may substitute for educational requirements.
* 2+ years of business analytics experience
* Experience managing call center or customer service center specific projects/ initiatives
* Experience working with call center technology such as telephony, IVR, Cisco, Genesys, VoIP/SIP, etc.
* Expert level of Project Management principles, methodologies, and tools.
* Proficient in Excel, PowerPoint, Microsoft Project, Teams, SharePoint.
* Must have ability to successfully plan, manage, and report on a portfolio of projects ranging in size from Medium to Large with an understanding of the interrelationship between projects within the Program.
* Highly resourceful individual with strong business acumen, presentation skills, Communication skills, emotional intelligence, self-motivation, and analytical skills.
Plusses:
* PMP
* Experience working with Telephony (call center technology)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.