18 Senior Call Center Project Manager Jobs in Providence, RI
Information Resource Group is Hiring a Senior Call Center Project Manager Near Providence, RI
Responsibilities
- 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
- 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
IT Outsourcing & Consulting
$136k-167k (estimate)
06/26/2024
12/21/2024
irginc.net
JEFFERSON CITY, MO
<25
1998
SHYAM S GOEL
<$5M
IT Outsourcing & Consulting
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About Information Resource Group
Information Resource Group, Inc. is a results-based IT consulting company with technical know-how and cross-industry expertise. Our clients value our honesty and integrity, partnership approach, technical abilities, and competitive pricing. IRG supports clients with a full range of information service professionals, from a single programmer to a full development team. We can address specific needs from occasional staff overloads to total project staffing. Our core strength lies in our ability to understand client challenges of every dimension and work closely with our clients to conceive, deve...lop, and deliver the best solutions to those problems. We combine comprehensive professional services with proven IT skills and software products to deliver and integrate the best solutions. Our successes include: MBE Certification in the State of Missouri and in the State of Wisconsin for two years, "HUB" status with the State of North Carolina for two years, and the opening of a state of the art call center in Missouri. We're ready to put the best solutions in place for you. Contact us at Jobs@irginc.net or call us at 573-632-6474 ext 100.
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