What are the responsibilities and job description for the Certified Project Manager (Contact Center) position at Highlight?
Highlight is seeking a Certified Project Manager to lead a high-volume contact center program.
Responsibilities
You will be responsible for managing a federal program revolving around a 300 seat contact center that fields calls regarding federal housing loans.
Qualifications
Project Manager Certification
Bachelor's degree in business, communications, or a related field (or equivalent experience)
6-8 years program management experience leading program-focused (as opposed to IT helpdesk-focused) high volume contact center with approximately 1M contacts per year.
Previous experience managing a 300 contact center that aligns with FHA program scope
Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, data analysis, omnichannel operations, standard operating procedures, and CSR training
Expertise in contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools.
Business acumen in federal operations, personnel management, appropriations, contracting, and labor relations.
Outstanding written and verbal communication skills, including demonstrated experience creating concise, visually pleasing slide decks and written documents and giving presentations for various types of audiences (from CSRs to government executives)
Ability to influence others to move to a common vision through relationship building and active listening.
Experience in identifying innovative solutions and mobilizing staff to adapt to new technologies and program priorities.
Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks
Experience with day-to-day government task order management and ability to act as the primary contact for the Government regarding task order implementation.
