Project Manager

03 Jul 2024

Vacancy expired!

Title : Project Manager

Location : Tysons Corner, VA

Duration : Long term

Job Description:
  • The Project Manager shall be able to work independently to accomplish complex requirements associated with multiple projects or a single, large complex project.
  • The Project Manager shall advise the concerning requirements, risks, issues, project plans, schedules and scope of assigned project area or tasks.
  • The Project Manager shall have the capability to manage projects of high complexity and to direct the completion of projects within estimated timeframes and resource constraints.
  • The Project Manager shall coordinate all parties to tasks and review work products for completeness, quality, and adherence to customer requirements.

Required Education Requirements:
  • Bachelor's Degree and specialized experience managing a multi-tier/level Call Center required.Current Project Management Professional (PMP) and HDI Certifications are required 30 days after TO award.

Experience Requirements:
  • In addition to the educational requirement, the Project Manager shall also have a minimum of eight (8) years of experience in project and/or operation management within a multi-tier/level Call Center of like complexity.

Acceptable specialized management experience shall also include:
  • Conducting Call Center studies and analyzing the findings to make recommendations for a functional operation and/or program

Experience with:
  • Qualitative methods and quantitative analytical techniques
  • Organizational and work processes relationship
  • Administrative support activities related to performing a wide variety of analytical studies and projects
  • Project and management improvement, productivity improvement and management controls
  • Long-range planning including developing guidance on techniques for management and methods improvement, analyzing and advising on proposed reorganizations or realignment of functions, and developing manuals and directives covering varying aspects of operations
  • Planning and executing strategies to enhance productivity and efficiency throughout a call/data center
  • Conducting complex response center statistical analysis, identifying trends, and implementing required improvements, which translate into measurable operational improvements

Additional Required Knowledge and Skills:
  • Ability to manage a technical operations group in a large, complex application environment
  • Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat,
  • Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software
  • Ability to evaluate multiple telephony systems for proper operations for interpreting, analyzing, and reviewing data
  • Ability to work with internal stakeholders to ensure all operational systems are continuously evaluated for proper operations
  • Ability to interpret, analyze and review data provided by systems analysis
  • Ability to coordinate with internal stakeholders regarding knowledge base development, process improvements, change management, and communications initiatives
  • Ability to identify strategic plans of actions
  • Ability to identify and resolve unique issues in which no policy exists
  • Ability to communicate plans, programs, and pending systems changes for measurable results
  • Ability to improve and enhance the integrity, accuracy, and quality for call center reporting and analytics
  • Ability to direct operations to establish, achieve workload balance, accuracy, productivity, budget, and service level agreements

  • ID: #43796526
  • State: Virginia Tysonscorner 22102 Tysonscorner USA
  • City: Tysonscorner
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2022-07-03
  • Deadline: 2022-08-26
  • Category: Software/QA/DBA/etc