Accroid Inc is Hiring a Project Manager Senior - Call Center Technology Near Providence, RI
Local consultants only (RI, CT, MA) no relocations and the consultant may be subject to an F2F Interview when offered the position. Candidates with State, Government with 10 plus years of experience are ideal for this role. PMP certification and master’s degree Preferred. Responsibilities
Develop Statement of Work and requirements with stakeholders
Review proposed technical solutions to ensure they meet the business needs and SDLC standards
Develop work plans and manage timelines associated with SDLC deliverables
Provide consultative support to Agencies & Program Leadership to help enforce governance standards and best practices
Act as the key point of contact for the Agencies in managing project issues and escalations
Review incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functions
Create dashboards and tools to assist the business in prioritization and release planning activities
Analyze and communicate project status effectively to stakeholders and project leadership
Participate in strategic improvement initiatives focused on Call Center technology enablement
Complete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutions
Ensure all procedures and policies are followed
Leverage an understanding of data and resources to support projects
Collaborate cross-functionally to solve business problems
Escalate issues or risks as appropriate
Support, identify, and monitor priorities, deadlines, and expectations
Other duties as assigned
Education
Bachelor’s degree in MIS, Computer science or related field.
Master’s degree preferred
PMP certification a plus
Experience And Required Skills
5-10 years’ experience as a Project Manager with a proven track record managing complex IT projects
Versatile project management skills with the ability to learn quickly and work with limited oversight and supervision
Demonstrated ability to build effective partnerships with key business stakeholders and outside vendors
Proven leadership, organizational and planning skills across different types of projects
Experience with project management tools and best practices
Experience with application development and software development life cycle methodologies
Experience with ITIL practices including incident and problem management
Required knowledge of JIRA, Excel, PowerPoint
5 or more years of experience in Call Center technology
Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similar
Experience with Workforce Management tools and CRMs for Call Centers