Call Center Implementation Project Manager

PRIMARY POSITION OBJECTIVES:

- Project management for all client deliverables including Annual Enrollment, documentation, client - internal and external meetings.
- Strong interaction with the client to monitor and resolve all issues. Conduct testing for system changes and prepare documentation.
- Complete overall service delivery for clients.
- Individual will be a point of contact for client representatives.
- MONITORS day-to-day client program activities handled at one of our customer care call centers working with partners who own/run the centers to ensure an integrated, timely and defect free service delivery experience.
- COORDINATES completion of customer care project plan tasks with VP Customer Care to ensure all tasks and the overall project is completed on time.
- MAINTAINS team roster of personnel deployed at customer care sites, ensures contracted actions are taking place including yet not limited to background, credit and crime checks and updates receipt of weekly updated team rosters. Ensures training and certification records are current for each team member.
- ENSURES customer care team members have needed informational resources to perform as intended. Facilitate delivery of requisite resources via hardcopy, team alerts, manuals, forms or posted
- UNDERSTANDS our client relationships and working with partner/vendor relationships to delivery customer care. Brings a sense of urgency to the work at hand and provides detailed follow-through on all desired actions.

MAJOR FUNCTIONS:

- Principally performing as a team leader with indirect responsibility of 3 distinct teams; two integrated partners and their designated contacts, and our own functional team project manager within the Customer Care team whereby there are client debt cancellation programs requiring deliverables to continual serve end customers who either have a debt cancellation program or are considering one.
- Work is based on new client implementations, upcoming sales campaign preparation, enhancements and/or changes to existing programs and process improvements that result in change management.

SPECIFICALLY:
I. Call center implementations
A. Manage the implementation of the call center partner
II. Project planning
B. Develop tasks and project plans for all programs.
III. Manage the incentive system
C. Develop and maintain our ongoing incentive program (open ended) and coordinate development of any periodic close ended programs).
IV. Manage our web based learning system
D. Develop and maintain the web based training site for Training modules.
V. Customer Care IVR and live rep Scripting
E. Create and maintain Script Warehouse

SKILLS:

- Strong project and client management stills.
- Strong analytical skills with attention to detail and quality assurance.
- Excellent oral and written communication skills.
- Candidate should be able to react quickly and appropriately to problems, communicate solutions effectively and ensure the highest quality of work.
- Must be self-motivated and a self-starter.
- Strong IT skills - SQL knowledge important.
- Computer programming experience a bonus.
- Strong PC skills, including MS Word, Excel, Microsoft Project and Microsoft Access are needed.
- Looking for people with more call center experience doing either quality assurance or supervisory experience.
- Need someone who would not mind monitoring or auditing calls on a daily basis.
- Candidates should be English/Spanish Bilingual.
- 2 years of Contact Center QA or Supervisory experience.