Senior Project Manager (Call Center Technology)
Responsibilities:
- Develop Statement of Work and requirements with stakeholders
- Review proposed technical solutions to ensure they meet the business needs and SDLC standards.
- Develop work plans and manage timelines associated with SDLC deliverables.
- Provide consultative support to Agencies & Program Leadership to help enforce governance standards and best practices.
- Act as the key point of contact for the Agencies in managing project issues and escalations.
- Review incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functions.
- Create dashboards and tools to assist the business in prioritization and release planning activities.
- Analyze and communicate project status effectively to stakeholders and project leadership.
- Participate in strategic improvement initiatives focused on Call Center technology enablement.
- Complete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutions.
- Ensure all procedures and policies are followed.
- Leverage an understanding of data and resources to support projects.
- Collaborate cross-functionally to solve business problems.
- Escalate issues or risks as appropriate.
- Support, identify, and monitor priorities, deadlines, and expectations.
- Other duties as assigned.
EDUCATION:
- Bachelor s degree in MIS, Computer science or related field.
- Master s degree preferred.
- PMP certification a plus
EXPERIENCE AND REQUIRED SKILLS:
- Must have worked in call center conducting any or all of the following tasks: Architecture, migration, conversion, moving product such as one platform to another, design. If they have not worked in this capacity do NOT submit them.
- 5-10 years’ experience as a Project Manager with a proven track record managing complex IT projects.
- Versatile project management skills with the ability to learn quickly and work with limited oversight and supervision.
- Demonstrated ability to build effective partnerships with key business stakeholders and outside vendors.
- Proven leadership, organizational and planning skills across different types of projects
- Experience with project management tools and best practices.
- Experience with application development and software development life cycle methodologies.
- Experience with ITIL practices including incident and problem management.
- Required knowledge of JIRA, Excel, PowerPoint
- 5 or more years of experience in Call Center technology
- Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similar.
Experience with Workforce Management tools and CRMs for Call Centers