Project Manager- Call Center

2 weeks ago

Reston, United States Kellton Tech Full time
Job DescriptionJob Description

Role: Project Manager- Call center
Team: Operations - Customer Engagement (Call center)
Location: Remote and must be available EST business hours
Profile: need an experienced PM that has strong Smartsheet skills (no exceptions here) and familiar with extensive work flows, knowledge management, templates; preferably with call center industry experience.
Scope: this need is to overflow work and an overhaul project that needs attention - long term starting w/6-months to start.

Rates: $60/hour on W2

About the Opportunity

As a Project Manager on the Customer Engagement team, you are accountable for developing plans that meet the needs of the various teams (or workstreams) and the initiatives in place to efficiently meet the requirements of the programs they serve. You will be expected to create and maintain detailed project plans and partner with team leads to remain current with progress, issues, or blockers. In partnership with the Senior Director, Customer Engagement Initiatives, you will also be responsible for reporting progress against key program activities and tracking the status of identified issues and risks. You will be most successful in this role if you are a collaborative, flexible project manager who can utilize multiple inputs from a variety of sources.

In this role, you will:

Project Management:

  • Create and manage integrated project schedules for the Customer Engagement team.
  • Support project planning among Customer Engagement workstreams, providing key insights from cross-team stakeholders, including scheduling and resource requirements.
  • Define, plan, and oversee tasks for immediate and long-term implementation.
  • Perform overall project risk and issue management, documenting mitigation strategies and status.
  • Collaborate with leaders across operations to identify impacts to Customer Engagement and create/maintain schedules.
  • Manage project communications including providing formal and informal status to stakeholders within and outside the Customer Engagement team.
  • Collaborate with team leads to document and track progress on continuous improvement initiatives Support team leads by maintaining team reports, tracking implementation activities.
  • Translate program requirements into project plans.

Meeting Management

  • Coordinate essential project meetings or working sessions, maintain meeting notes, and action item tracking.
  • Facilitate meetings and communicate formally and informally with stakeholders to drive agenda and encourage conclusions.
  • Identify project requirements and tasks as defined during working sessions.
  • Organize, update, and maintain information repositories including project documentation, master schedules, collaboration tools, and tactical information.

You have:

  • 5-8 years of experience in project management.
  • A customer-centered, service-oriented attitude.
  • Experience with Smartsheet, and MS Office tools with the flexibility to leverage the best tool for each opportunity.
  • Demonstrated experience as an informal leader with a track record of gaining confidence and trust of new teams.
  • Demonstrated communication and decision-making skills.
  • Capability to plan large and complex cross-functional projects with a high degree of collaboration and a focus on timely delivery.
  • Excellent oral and written communications skills and presentation skills.
  • A collaborative focus with the ability to influence others and build strong professional relationships.
  • Experience with call centers, customer service and knowledge management for call center agents (a plus).

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