Call Center/ Customer Service Project Manager

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.”