The successful candidate in this position is responsible for championing, planning, and implementing attended remote channel programs intended to bring about an efficient, world class remote attended access experience. Work involves moderate difficulty in managing multiple projects and strategies effectively within strict time constraints. Resources to do the job require reliance on project management skills and knowledge as well as call center operations experience. General supervision is received from the Director of MCC and Business Operations.
Project Management: Leads the planning and implementation of a project. Facilitates the definition of project scope, goals and deliverables. Defines project tasks and resources requirements. Manages project resource allocation. Assembles and coordinates project staff. Provides direction and support to project team. Presents reports defining project progress, problems, and solutions. Manages project budget. Ensures project documents are complete, current, and stored appropriately.
Strategy Development: Creates and maintains attended remote channel mid and long term strategies. Develops full scale project plans and schedules project timelines. Evaluates project plans and revises as appropriate to meet changing needs and requirements.
Implementation: Works closely with IT and IS to develop requirements, test, and deploy programs. Prepares quality assurance procedures. Works with various departments to champion such programs throughout the organization, ensuring their successful implementation and support. Develops justification and seeks funding and approval for tactical implementations partnering with the Financial Planning and Analysis team.
Monitoring: Manages and monitors individual remote channel projects/programs with various project resources and stakeholders to ensure on-time and within budget deliveries. Reports on progress of the project to all stakeholders. Monitors program effectiveness and champions adjustments to ensure they are meeting stated objectives. Tracks project deliverable using appropriate tools.
Completion of a Bachelors degree in Business Administration or a related field and previous project management experience. Strong knowledge of call center operations and technology required. Must possess key competencies in organizing, planning, critical thinking for both short and long term strategies. Experience partnering with all levels in an organization. Intermediate computer skills utilizing MS Office Suite of products