Call Center Project Manager

GREAT OPPORTUNITY TO WORK FOR FORTUNE 500 COMPANY IN ATLANTA, GA!

CALL CENTER PROJECT MANAGER

ROLE SUMMARY

Responsible for managing the Bulk MDU Call team Treatment projects, programs, and initiatives. This person will need the ability to manage a large call center project with many small cross-functional work groups. This person may also interact with IT on all sales initiatives that impact tools and reporting, including assisting in the development of requirements and process tracking. This role will work with the Call Center and MDU channel leaders on implementing processes, policies, reporting, etc.

Leads medium/large and/or moderately complex projects under moderate to minimal supervision. Project cycles of typically 3 to 18 months. Projects typically span across the entire company requiring coordination among multiple departments.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS

- Initiates, plans, executes, and controls projects & initiatives across in inbound sales and retention channels including internal call centers and outsourced vendors.
- Establishes and implements project management processes and methodologies to ensure projects are delivered on time, within budget, adhere to high-quality standards, and meet customer expectations
- Develops and executes management plans for time, cost, scope, quality, communications, risk, human resources, procurement and integration
- Translates project requirements into project objectives and tasks
- Reports on projectsobtains business and information technology sponsor approvals; and coordinates the resources necessary to successfully complete the project
- Communicates major milestones and identifies potential project risks; conducts regular status meetings to review project activities; manages prioritization procedures
- Sets and manages client expectations, managing and escalating issues and changes
- Measures progress toward goals and revises project objectives; documents applying change control procedures
- Evaluates the impacts and risks of changes from multiple perspectives, assigns tasks that are necessary to reduce or eliminate those considerations, determines tentative implementation dates, and tracks results of the implementation
- Develops methods to measure customer satisfaction; obtains feedback at critical milestones and at project completion to ensure that project efforts meeting customer expectations for time, cost, and results
- Anticipates and identifies tasks required to support change processing including performing change impact analysis, assigning tasks to project team members, verbally communicating complex issues, verifying that tasks are completed, and communicating implementation status
- Takes responsibility for changes to applications software and systems environments to ensure that changes to the environment have been properly analyzed and adequately coordinated and do not adversely impact the company's ability to meet published customer service level agreements
- Contributes to implementation success and technical system stability by using change methodologies that assure the reliability of business and operations information management systems
- Anticipates and identifies tasks required to support stable change processing including performing change impact analysis, assigning tasks to project team members, verbally communicating complex issues, verifying that tasks are completed, validating production readiness, and communicating implementation status
- Creates and applies project control techniques that reduce risk from changing technological infrastructure, hardware, automations, systems software, or applications systems

SKILLS AND QUALIFICATIONS

Minimum

- 3 or more years of experience required in related field (ie Sales Operations and Project management experience in a multiple product competitive industry)
- Proven PM Skills with associate PM tools - Microsoft Project or others
- Excellent interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout organization.
- Strong quantitative, analytical, and conceptual thinking skills and an attention to detail.
- Excellent verbal and written communications as well as effective time management skills