Call Center Project Manager (Remote)

Project Manager

Job Description

TDB Communications, Inc. is seeking an experienced PROJECT MANAGER to join our operations leadership team. The Project Manager will oversee all aspects of daily call center operations for contracts as needed and assigned by Senior Leadership. This includes but is not limited to staffing, performance, training, client, and compliance requirements. The Project Manager will serve as first point of contact for senior leadership and clients; but also support On-Site and Remote Leadership teams, Employees, and Support Staff members. The Project Manager will facilitate positive, constructive, and critical feedback to ensure their team(s)/contact(s) have the tools they need to succeed in their role and requirements.

Every day, TDB Communications is entrusted to support government programs by providing exemplary services to our client(s).

Start Date: Mid to Late March 2025

Hours of Operations- Live Production Schedule: The Project Manager will align to an operations schedule that best fits the business, employees and projects' needs.

• Must be flexible with all schedules and be able to work weekends and or holidays.
• Please note that all schedules are subject to change due to business needs.
  
  

Pay And Benefits

Base rate: $102,920; Commensurate on Experience Medical, Dental, and Vision benefits available 401(k) available with company match Paid holidays PTO

What The Project Manager Will Be Doing

• Oversee the daily operations of the Contact Center and acts as a primary point of contact for clients, staff and support teams to deliver high quality services in a timely manner.
• Responsible for updating the company's knowledge base system as well as updating policies and procedures.
• Ability to adapt to unique project management methodologies and internal guiding principles required to manage multiple fast-paced projects with dynamic/changeable scope and release timeframes.
• Excellent interpersonal, written communication, process mapping, and presentation skills.
• Adapt and institute project management structures and systems that enforce accountability for project execution but are flexible enough to function within our extremely fast paced environment.
• Bring a flexible, positive, and solutions-oriented mindset to everything you do. This is a fast-paced environment that best suits individuals with the energy and willingness to tackle a variety of needs from our operations.
• Develop and maintain rapport and a professional relationship with all clients, staff and support teams to ensure communication channels are open in regards to staff successes/opportunities/performance and project growth.
• Immerse yourself in our operations in a fast-paced, growing, learn-it-yourself environment to gain and maintain an expert level of internal operational strategy and processes.
• Accountability conversations and documentation.
• Authoring and discussing employee's performance appraisals; addressing employee performance and corrective action plans.
• Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics.
• Able to work in a high paced changing environment and able to effectively manage many lines of business and tasks.
• Reporting and escalating issues/concerns to your senior manager or HR in a timely fashion.
• Proactively anticipate and develop solutions to possible issues, resolve issues/concerns.
• Lead staff orientations and meetings internally in order to provide key information and or development; Meet with client and or support teams via meeting, phone or teams.
• Maintain detailed records, agendas, meeting minutes, logs, and operations details.
• Create apositive team environment by motivation and recognition.
• Maximize employee and site efficiency and profitability.
• Managing project KPIs to ensure all requirements are met or exceed.
• Provide daily/weekly/monthly reports, presentations and or action plans to senior leadership in a team meeting setting or via email/1 on 1.
• Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks.
• Must attend and be prepared for daily/weekly/monthly meetings as assigned, on time.
• Must be able to work with all lines of business and departments, both internal and external.
• Must be able to accept positive, constructive, and critical feedback.
• Review and address opportunities with leadership members, senior leadership and or support teams.
• Track project resources, issues, risks, and other associated performance indicators, to ensure project success.
• Ensuring that performance goals and accountability are clearly communicated and up to date.
• Communicate project performance information to the various levels of management, ensuring understanding and support from key stakeholders.
• Self-starter and ability to thrive in a fast-paced and constantly changing environment with ease and agility.
• Perform other duties as assigned or needed.
  
  

Project Manager of Operations Requirements

• Bachelor's Degree in Business Management Required
• Minimum of 8-10 years of Supervisory/Management Experience Required
• Minimum of 8-10 Years of Call Center and Customer Service Experience.
• Knowledge or experience using Agile Methodology or Six Sigma in Projects is preferred.
• PMP Certification, Six Sigma Black Belt or Green Belt is also preferred.
• Experience Managing multiple projects, employees or contracts at a time is required.
• Able to travel up to 20-40% per year and being near the state of DC is a plus.
• Must be flexible with schedule and be available to work weekends, holidays and or nights.
• Proven ability to develop and implement strategies to improve call center operations.
• Ability to follow oral and written directions with minimal guidance or supervision.
• Proficiency in project management software such as CRM, Cisco Connect/Jabber/Finesse, Salesforce, MS Project, MS Office, Google Suite and Smartsheet as well as MS Office applications for reports, analysis, and presentations is a plus.
  
  

About TDB

TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.

Since 1999, we have deployed thousands of employees for 70 agencies in 30 states. We've have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

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