Job Title: Program Manager 5/PM5 ( Call Center Project Manager )
NFP Rate: 89.33
Will close to submissions: Monday 5/4 @ 10AM
Interviews: Interviews will try to be coordinated on 5/5 and 5/6. Due to the urgent nature of this position, the agency will be reviewing resumes as they are received. Please include a valid RTR with each submission for consideration. The length of the position is unkown at this time- will be based off current and future need/
The candidate will not be on-site initially- but will move back on-site once permitted- local resources preferred
Call Center Project Manager
Seeking a Senior Project Manager with analytical and operational skills to manage the unemployment insurance program and pandemic unemployment assistance program client contact operations. The individual will be responsible to the Department of Job and Family Services and responsible for assessment of activities, modifications to improve client issue resolution effectiveness, and efficient use of critical resources. The Senior Project Manager should be able to cultivate a collaborative approach to issue resolution.
The Senior Project Manager is responsible for simultaneously directing the efforts of multiple cross-functional project teams to achieve clearly defined results within the triple constraints of time, budget and specifications for medium and high-complexity projects. This position is responsible for an average of 3-6 projects as well as some low-complexity programs.
The COVID-19 pandemic that lead to the temporary closure of many businesses has created a surge of claims within the unemployment program. Call volumes exceed capacity in exponential terms. Outside vendor call center support has been obtained. However, coordination and management are needed to ensure smooth running of operations across the state staffed and vendor staff multiple call centers.
Requirements
- Bachelor’s degree in related field highly preferred
- Project Management Professional (PMP) certification required
- A minimum of 7 years’ experience managing multiple medium/high complexity projects in a matrix resource environment, working with diverse project sponsors across multi-company and business units
- Experience influencing and managing project teams without formal direct reporting relationships
- Comprehensive knowledge of PMI based project management competency areas and methodologies and experience applying these methods to manage successful projects
- Experience with Call Center Operations
- Well-versed in IVR Technology
- Analytical skills are required to effectively manage activities related to budgeting, forecasting, monitoring, process management, risk management, quality control, reporting and operational efficiencies
- Strong oral and written communication skills and experience leveraging these skills to interact with all levels of management
- Strong negotiation and influencing skills
- High-level understanding of IT infrastructure and application architectures desired
Responsibilities
- Lead and provide work direction to a project team to determine project scope, devise and maintain a workable plan, and to develop and deploy the solution in accordance with the needs of the project.
- Serve as project communication clearing house for all formal project status reporting
- Assess operations and propose opportunities for improved efficiency and effectiveness
- Develop and maintain all project manager deliverables throughout the project lifecycle
- Serve as the primary point of contact for all program issues and resolution of issues
- Identify project risk, develop a project risk management plan and actively manage risk throughout the project lifecycle
- Anticipate issues, proactively address them and resolve conflicts with diplomacy
- Manage interaction between the customer, vendors, and the internal project team to ensure that appropriate relationships exist to produce positive project outcomes
- Manage the project scope and change control process, status reporting, project estimating, monthly cost accounting and vendor invoice processing
- Develops and/or monitors deliverables in compliance with binding statements of work
- Provide KPI reporting and ad-hoc reporting of call center activity
- Present and meet with program, senior team and executive leadership as requested
- Collaborate with Call center providers on establishing appropriate Service Level Agreements for call center activity
