ITCON Services
ITCON Services is looking for a bright, motivated
Project Manager - Contact Center
with FMCSA experience to join our team.
A Contact Center Project Manager is responsible for leading and executing various initiatives within a contact center to improve operations, technology, and customer experience, ensuring projects are completed on time and within budget. This role involves strategic planning, resource management, stakeholder collaboration, and performance analysis to enhance contact center efficiency and achieve business objectives.
Key Responsibilities
Project Planning and Execution:
Develop project plans, schedules, resource requirements, and budgets.
Track and report on project status, milestones, and deliverables.
Process Improvement & Optimization:
Identify opportunities to improve operational workflows, technology, and service delivery.
Stakeholder Management:
Build relationships and collaborate with internal and external stakeholders, including contact center leaders, business units, and executives.
Risk Management & Reporting:
Identify risks and issues; elevate as needed and adjust plans.
Report on project progress and performance.
Technology & System Enhancements:
Oversee contact center technology, manage software enhancements, and plan service activation or optimization projects.
Team Leadership & Training (in some roles):
Motivate, guide customer service professionals, provide training, and assist with performance management.
Financial Management:
Manage project budgets, track expenses, and ensure billing terms are met.
Quality Assurance:
Implement procedures to ensure project execution adheres to established methodologies and delivers value.
Seniority level Mid-Senior level
Employment type Full-time
Job function Project Management and Information Technology
Industries Business Consulting and Services
Referrals increase your chances of interviewing at ITCON Services by 2x.
Get notified about new Project Manager jobs in
Washington Highlands, MD .
#J-18808-Ljbffr
Project Manager - Contact Center
with FMCSA experience to join our team.
A Contact Center Project Manager is responsible for leading and executing various initiatives within a contact center to improve operations, technology, and customer experience, ensuring projects are completed on time and within budget. This role involves strategic planning, resource management, stakeholder collaboration, and performance analysis to enhance contact center efficiency and achieve business objectives.
Key Responsibilities
Project Planning and Execution:
Develop project plans, schedules, resource requirements, and budgets.
Track and report on project status, milestones, and deliverables.
Process Improvement & Optimization:
Identify opportunities to improve operational workflows, technology, and service delivery.
Stakeholder Management:
Build relationships and collaborate with internal and external stakeholders, including contact center leaders, business units, and executives.
Risk Management & Reporting:
Identify risks and issues; elevate as needed and adjust plans.
Report on project progress and performance.
Technology & System Enhancements:
Oversee contact center technology, manage software enhancements, and plan service activation or optimization projects.
Team Leadership & Training (in some roles):
Motivate, guide customer service professionals, provide training, and assist with performance management.
Financial Management:
Manage project budgets, track expenses, and ensure billing terms are met.
Quality Assurance:
Implement procedures to ensure project execution adheres to established methodologies and delivers value.
Seniority level Mid-Senior level
Employment type Full-time
Job function Project Management and Information Technology
Industries Business Consulting and Services
Referrals increase your chances of interviewing at ITCON Services by 2x.
Get notified about new Project Manager jobs in
Washington Highlands, MD .
#J-18808-Ljbffr