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Call Center

3 months ago

Providence, United States Dice Full time

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Cyma Systems Inc, is seeking the following. Apply via Dice today

Position: Project Manager Senior - Call Center Technology

Location: Providence, RI(Onsite)

Duration: 12+months

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 project s 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. 5-10 years experience as a Project Manager with a proven track record managing complex IT project s 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 project s 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

Call Center -Project Manager #J-18808-Ljbffr