What are the responsibilities and job description for the IVR/Call Center Technical Project Manager (HYBRID) position at NetSource, Inc.?
Job Details
Only local candidates need to apply.
Please note that this position is hybrid (Remote on Monday and Friday, Onsite in WH on Tuesday, Wednesday, and Thursday).
Please note that this is a 10 months contract position.
Technical Project Manager with call center technology/tool experience – Workforce Management, Call Recording, Soft Phone, IVR, Reporting and Analytics, etc.
Experience with moving to a CCaaS (Contact Center as a Solution) preferred.
Experience:
5 years' experience in a project management environment, including project management experience on IT/technical projects.
Special Skill Requirements:
Expertise in Project Management related software and applications, including MS Project, and the MS Office suite of products (Excel, Word, Visio, PowerPoint, etc.).
Excellent communication skills - both written and verbal
EDUCATION/CERTIFICATION REQUIREMENTS:
Minimum High School Diploma
Job Summary:
Responsible for managing the overall execution of a fast-paced, diverse, critical, strategic projects from initiation through post-implementation, primarily focusing on quality, cost, and schedule. These projects involve significant return and risk to the company, have approved budgets (IT and/or business), include multiple functions/departments, involve major IT efforts, impact agents and customers (directly or indirectly), and contain complex business, legal or regulatory issues. They can also involve multiple phases or work streams within the project. This position requires interaction with executives and other personnel throughout the organization, and a focus on strong leadership, critical thinking, facilitating issue resolution and timely decision making.
Essential Job Functions:
Manage successful execution of large-scale, multi-functional projects to support strategic initiatives across enterprise, in partnership with business and IT leadership.
Define project scope, goals, and deliverables. Develop detailed project plans, schedules, and resource allocation. Identify and manage project dependencies and critical paths.
Establish and manage a project team and define roles and responsibilities of the team members.
Integrate all team members and multi-functional departments, to ensure collaboration and alignment, with occasional guidance.
Develop comprehensive project, communication, and change management plans. Ensure effective communication within the project team and with external stakeholders.
Effectively manage the project scope, schedule, and budget.
Effectively manage or mitigate project issues and risk.
Identify potential risks and develop mitigation strategies. Monitor and control project risks throughout the project lifecycle.
Build and maintain strong relationships with project stakeholders. Manage expectations and ensure satisfaction of project deliverables
Identify key project metrics and establish process to measure/report results.
Applicants must provide their phone number. Reference job number A4551.
