Call Center/ Customer Service Project Manager
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Job Title: Project Senior Analyst - Call Center/ Human Resources
Location: Jacksonville, FL (Hybrid)
Duration: 12+ Months (Possible extension/Conversion)
Responsibilities:
- Coordinates and disseminates information on process, policy, and procedure changes and ensures the successful completion of projects managed.
- Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
- Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
- Ensures resources are assigned to the project & monitors commitment.
- Ensures change control is executed throughout the project.
- Identifies, documents, and understands project dependencies.
- Identifies key stakeholders who participate in a project scope definition.
- Tracks actual project costs, identify variances, and forecast project costs as needed.
- Measures project management performance against standards.
- Ensures appropriate project staffing levels.
- Establishes project communication needs and creates a project communication plan.
- Creates the project risk management plan. Work with the procurement team to create, administer, track, and eventually close project contracts.
- Facilitates the transition of systems, products & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements, and corrective actions for risk issues, identified for the business.
- Participates in the delivery of internal communications enabling the business officers to effectively service clients.
- Acts as a point of contact and liaison between the department and required business areas for the implementation of activities to ensure accurate communication with clients.
- Manages and coordinates the business, Client, and Regional projects with a focus on Development and Change Management.
- Manages on a daily basis the investigation of a product, policy, and procedure queries raised by team members.
- Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.
- Regularly undertakes a review of processes, policies, and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
- Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
- Collates communication items, investigates issues and ensures relevant communications are created in a timely clear, and accurate manner.
- Drafts and communicates any staff briefs, including system changes.
- Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.
- Conducts ongoing research on effective mediums and tools to improve communications.
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgment and autonomy.
- Acts as SME to senior stakeholders and /or other team members.
- Qualifications:
- 5-8 years of experience
- Demonstrate strong business knowledge including an understanding of core businesses, supporting processes and operations.
- Working knowledge of call center Technologies including systems, technologies, and system work practices.
- Knowledge of HR policies and procedures.
- Knowledge of the Call Center industry.
- Previous customer service management experience within a call center setting.
- Tertiary qualifications are desirable.
- Outstanding problem-solvers should demonstrate a commitment to quality and attention to detail
- Education:
- Bachelor’s/University degree or equivalent experience
EEO
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
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