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Jobs or company...

Contact Center Project Manager

  • Full Time, onsite
  • Highlight Technologies
  • HybridThis position is expected to work onsite up to 1-2 days per week, United States of America
Salary undisclosed
Checking job availability...
Original
Simplified

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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