Request ID:BL-9314-1 (912590518)
Call Center Operations PM with IVR, Virtual Contact Center and change/risk/cost/vendor management experience
Location:Columbia SC
Duration:12 Months Hrs/Wk:40.00
REQUIRED SKILLS (RANK IN ORDER OF IMPORTANCE):
• CANDIDATE MUST BE ABLE TO COMMUNICATE CLEARLY WITH THE VENDOR TEAM, PROJECT STAFF, AND THE USER COMMUNITY.
• CANDIDATE MUST BE ABLE TO BUILD A COHESIVE, FOCUSED, UNIFIED TEAM.
• CANDIDATE MUST HAVE STRONG TIME MANAGEMENT SKILLS.
PREFERRED SKILLS (RANK IN ORDER OF IMPORTANCE):
• EXCELLENT COMMUNICATIONS SKILLS.
• EXCELLENT WRITTEN SKILLS.
• SELF STARTER.
• MINIMAL MANAGEMENT REQUIRED.
• PROGRAM MANAGEMENT.
• CALL CENTER OPERATIONS.
Experience
AdministrativeVerbal Communication SkillsYes1
AdministrativeWritten Communication SkillsNo1
MiscellaneousTeamworkYes1
MiscellaneousTime ManagementYes1
MiscellaneousCall Center OperationsNo1ExpertWithin 10 Years4 – 6 Years
Program ManagementEXPERIENCE WITH PROJECT MANAGEMENT OF LARGE ENTERPRISE LEVEL PROJECTS WITH PROVEN IMPLEMENTATION SUCCESSNo1ExpertWithin 10 Years6 + Years
Remote Work Availability:0%
SCOPE OF THE PROJECT:
TO DESIGN/ENHANCE/MANAGE MODIFICATIONS TO A HOSTED VIRTUAL CONTACT CENTER AND IVR SYSTEM WITH SELECTED VENDORS.
DAILY DUTIES / RESPONSIBILITIES:
• WORKS UNDER GENERAL SUPERVISION TO DESIGN AND DEVELOP IVR AND VIRTUAL CONTACT CENTER SOLUTIONS WITH VENDOR.
• RESPONSIBLE FOR ALL PROJECT MANAGEMENT ACTIVITIES INCLUDING DEVELOPING PROJECT PLANS, DEVELOPING PROJECT SCHEDULES, PROJECT RESOURCE MANAGEMENT, PROJECT RISK MANAGEMENT, PROJECT COST MANAGEMENT, AND PROJECT STATUS REPORTING.
• ACCOUNTABLE FOR THE SUCCESSFUL DELIVERY OF THE SOLUTION WITHIN TIME ESTIMATES.
• ANALYZES USER NEEDS, AS REQUIRED, AND LEADS IN THE DESIGN OF SPECIFICATIONS TO MEET THOSE NEEDS.
• DEVELOPS TECHNICAL DOCUMENTATION FOLLOWING AGENCY STANDARDS.
• SUPPORTS AND ADHERES TO CHANGE MANAGEMENT PROCESS.