Title: Project Manager Call Center Background
Location: Seattle, WA (Local Candidate Only)
Duration: Fulltime
Interview Mode: Telephonic/Skype-Webx
Work from Home Requirements(Till COVID):
Responsibilities:
The Program Manager will be responsible for an umbrella of business, monitoring and driving key performance metrics for a team of Project Managers delivering to our clients. The Program Manager will work collaboratively, supporting a virtual environment, with Client Services team to meet all stakeholder requirements.
Responsibilities
The role includes but is not limited to the following duties and responsibilities:
• Develop and drive project plans and objectives to meet project scope, timeline and budget
• Build and manage a proficient team of managers to drive team key performance metrics and meet or exceeds program targets
• Develop and execute delivery and quality management plans to support a project end-to-end
• Drive continuous project improvements and efficiencies
• Deliver required performance metrics and KPI at or exceeding expectations
• Analyze and evaluate statistical reports to proactively identify and improve program performance and Client deliverables
• Facilitate and drive WBR, MBR & QBR meetings to establish and grow client relationships
• Conduct training for new staff on all end-to-end processes utilized by Client Services
• Communicate in a timely, clear and concise manner to stakeholders including Staff, Directors, Clients and Leadership.
• Solicit and use input and feedback from client, managers and ICs to help drive efficiencies and improve quality plans
• Provide regular, strategic program updates with action plans to Leadership
• Grow Client relationships and drive Land and Expand growth and initiatives
• Develop and deliver semi-annual performance reviews for all direct reports
• Adapt to changing program needs and expectations
• Participate in corporate initiatives and committee work as assigned
Qualifications and Experience
• 5 to 7 years of management experience in a metric-driven setting, working in a production, operation, or call center environment
• Minimum 2 years experience working as a Project Manager for CLIENT or in a similar field
• BS or BA degree from an accredited University or equivalent work experience preferred
• Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients, managers and senior leaders; effectively uses active listening skills
• Driven to focus on quality and drives team members and peers to deliver exceptional quality and service
• Exceptional time management and organizational skills with acute attention to detail
• Passionate about learning new skills and technologies. Takes personal responsibility for continuous learning demonstrates through documented learning opportunities. Works with and encourages others to learn and develop professionally
• Proven analytical skills including the ability to proactively identify problems, gather information and drive course of action for self and others
• Demonstrated understanding and appreciation for a global marketplace and workforce
• Innovative thinker who drives self and others in the development and implementation of new ideas; unafraid of taking risks to accomplish corporate level goals
• Able to effectively coach and train peers and team members
• Experience managing client relationships with a demonstrated focus on delivering high level customer service and quality improvement
• Demonstrated ability to make difficult decisions by researching and carefully weighing all options
• Exhibit discretion, good judgment and mature behavior when dealing with sensitive materials and situations
• PMP and Prince 2 certifications are desirable
• Advanced Excel skills
• Proficient in English. Excellent oral and written communication skills.
• Bi-lingual in a second language is a bonus
Regards,
Rahul Yadav
(408) 560-3956
rahul@reqroute.com