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Senior Call Center Project Manager

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Providence, United States Information Resource group, Inc. Full time
Job DescriptionJob Description

Position: Senior Call Center Project Manager

Location: Providence, RI-Hybrid

Duration: 1 year Contract with possibility of extension.

Number of Hours/week: 35hrs

The Project Manager Senior has overall responsibility for overseeing small to large projects from initiation to close-out. This will include providing recommendations to improve operations and smoothly transitioning projects to ongoing Maintenance & Operations. This role will be instrumental in assisting the State team in leading modernization of call center tools including Workforce Management, and enhanced CRM capabilities. This requires coordination between the agencies in the management of the software development lifecycle. The Project Manager monitors and identifies project risks, issues, and trigger events, ensures the alignment, buy-in, and coordination of project stakeholders; and assists with reviews of vendor performance levels, ensures service level agreements are met, and supports the contract negotiations with vendors. Responsibilities of the Project Manager Senior require strong project management, knowledge of software development processes and exceptional leadership and communication skills.

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:

  • 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