Project Manager of Operations

Job Title: Project Manager of Operations (On-Site Call Center)

Job Description

Capitol Bridge LLC is seeking an experienced PROJECT MANAGER OF OPERATIONS to join our Columbia, South Carolina leadership team. The Project Manager must be on-site daily and will oversee all aspects of daily call center operations for contracts as needed and assigned by Senior Leadership. This includes but is not limited to staffing, performance, training, client, and compliance requirements. Every day, Capitol Bridge LLC is entrusted to support government programs by providing exemplary services to our client(s). The Project Manager will serve as first point of contact for senior leadership and clients; but also support the Supervisor Leadership team, Customer Service agents, and Support Staff. The Project Manager will facilitate positive, constructive, and critical feedback to ensure their team(s)/contact(s) have the tools they need to succeed in their role and requirements.

Start Date: TBD

New Hire Training Schedule: TBD

Hours of Operations- Live Production Schedule - The Project Manager of Operations will align to an operations schedule that best fits the business, employees and projects' needs.

• Must be flexible with all schedules and be able to work weekends and or holidays.

**Please note that all schedules are subject to change due to business needs.

Pay and Benefits:

Base rate: 70k Starting; Commensurate on Experience
Medical, Dental, and Vision benefits available
401(k) available with company match
Paid holidays
PTO

What the On-Site Project Manager of Operations will be doing:

Oversee the daily operations of the Contact Center and acts as a primary point of contact for clients, staff, and support teams to deliver high quality services in a timely manner.

Responsible for updating the company's knowledge base system as well as updating policies and procedures.

Ability to adapt to unique project management methodologies and internal guiding principles required to manage multiple fast-paced projects with dynamic/changeable scope and release timeframes.

Excellent interpersonal, written communication, process mapping, and presentation skills.

Adapt and institute project management structures and systems that enforce accountability for project execution but are flexible enough to function within our extremely fast paced environment.

Bring a flexible, positive, and solutions-oriented mindset to everything you do. This is a fast-paced environment that best suits individuals with the energy and willingness to tackle a variety of needs from our operations.

Develop and maintain rapport and a professional relationship with the client, staff, and support teams to ensure communication channels are open regarding staff successes/opportunities/performance and project growth.

Immerse yourself in our operations in a fast-paced, growing, learn-it-yourself environment to gain and maintain an expert level of internal operational strategy and processes.

Accountability conversations and documentation.

Authoring and discussing employee's performance appraisals; addressing employee performance and corrective action plans.

Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics.

Able to work in a high paced changing environment and able to effectively manage many lines of business and tasks.

Reporting and escalating issues/concerns to your senior manager or HR in a timely fashion.

Proactively anticipate and develop solutions to possible issues, resolve issues/concerns.

Lead staff orientations and meetings internally to provide key information and or development; Meet with client and or support teams via meeting, phone or teams.

Maintain detailed records, agendas, meeting minutes, logs, and operations details.

Create a positive team environment by motivation and recognition.

Maximize employee and site efficiency and profitability.

Managing project KPIs to ensure all requirements are met or exceeded.

Provide daily/weekly/monthly reports, presentations and or action plans to senior leadership in a team meeting setting or via email/1 on 1.

Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks.

Must attend and be prepared for daily/weekly/monthly meetings as assigned, on time.

Must be able to work with all lines of business and departments, both internal and external.

Must be able to accept positive, constructive, and critical feedback.

Review and address opportunities with leadership members, senior leadership and or support teams.

Track project resources, issues, risks, and other associated performance indicators, to ensure project success.

Ensuring that performance goals and accountability are clearly communicated and up to date.

Communicate project performance information to the various levels of management, ensuring understanding and support from key stakeholders.

Self-starter and ability to thrive in a fast-paced and constantly-changing environment with ease and agility.

Perform other duties as assigned or needed.

On-Site Project Manager of Operations Requirements:

BA/BS Degree preferred.

• • An Associate degree with 3 years of work experience in a related role, or a high school diploma/GED if it is accompanied by 5 years of work experience in a related role may be acceptable.

Minimum of 8-10 years of Management Experience; Operations Management or Project Management experience is preferred.

Minimum of 4 Years of Call Center and Customer Service Experience.

Knowledge or experience using Agile Methodology or Six Sigma in Projects is preferred.

• • PMP Certification, Six Sigma Black Belt or Green Belt is also preferred.

Experience Managing multiple projects, employees or contracts at a time is required.

Must be flexible with schedule and be available to work weekends, holidays and or nights.

Proven ability to develop and implement strategies to improve call center operations.

Familiarity with report generation and data analysis.

Ability to follow oral and written directions with minimal guidance or supervision.

Proficiency in project management software such as Salesforce, MS Project, MS Office, Google Suite and Smartsheet as well as MS Office applications for reports, analysis, and presentations is a plus.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

Capitol Bridge LLC is an Equal Opportunity Employer. All employment decisions at Capitol Bridge LLC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.

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