6 Call Center -Project Manager Jobs in Providence, RI
Cyma Systems Inc is Hiring a Call Center -Project Manager Near Providence, RI
- Develop Statement of Work and requirements with stakeholders
- Review proposed technical solutions to ensure they meet the business needs and SDLC standards
- Develop work plans and manage timelines associated with SDLC deliverables
- Provide consultative support to Agencies & Program Leadership to help enforce governance standards and best practices
- Act as the key point of contact for the Agencies in managing project issues and escalations
- Review incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functions
- Create dashboards and tools to assist the business in prioritization and release planning activities
- Analyze and communicate project status effectively to stakeholders and project leadership
- Participate in strategic improvement initiatives focused on Call Center technology enablement
- Complete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutions
- Ensure all procedures and policies are followed
- Leverage an understanding of data and resources to support projects
- Collaborate cross-functionally to solve business problems
- Escalate issues or risks as appropriate
- Support, identify, and monitor priorities, deadlines, and expectations
- Other duties as assigned
- Bachelor s degree in MIS, Computer science or related field.
- Master s degree preferred
- PMP certification a plus
- Must have worked in call center conducting any or all of the following tasks: Architecture, migration, conversion, moving product such as one platform to another, design.
- 5-10 years experience as a Project Manager with a proven track record managing complex IT projects
- Versatile project management skills with the ability to learn quickly and work with limited oversight and supervision
- Demonstrated ability to build effective partnerships with key business stakeholders and outside vendors
- Proven leadership, organizational and planning skills across different types of projects
- Experience with project management tools and best practices
- Experience with application development and software development life cycle methodologies
- Experience with ITIL practices including incident and problem management
- Required knowledge of JIRA, Excel, PowerPoint
- 5 or more years of experience in Call Center technology
- Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similar
- Experience with Workforce Management tools and CRMs for Call Centers
Job Summary
Full Time
$115k-140k (estimate)
06/24/2024
07/09/2024
cymasys.com
MANCHESTER, CT
100 - 200
2006
PRABHAKAR DAGGULA
$10M - $50M
Business Services
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About Cyma Systems Inc
Cyma Systems is a technology solutions firm based in Connecticut serving mid-sized and Fortune 1000 businesses. We work with a range of corporate commercial clients as well as with the government sector.As a full-service consulting firm, we engage with our clients to share ideas on how we can help their businesses to become more profitable, to get a jump start on competitors by bringing products to market quickly, reducing costs, maximizing the use of existing technologies, driving more sales through the channel, and to bring additional value by forming a mutually beneficial partnership. Our c...lients have the flexibility to operate using multiple models, choosing ones that best suite them by leveraging on our capabilities which include both onsite and offshore options.Our work speaks for itself, or rather our satisfied customers will vouch for our service quality, error-free products and adherence to strict deadlines. Additionally our confidence in ourselves allows us to give you a written warranty, stating that the work we perform will be of a very high standard and professional quality. For details go to our website www.cymasys.com
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