What are the responsibilities and job description for the Project Manager position at ITCON Services?
Role Summary:
The Project Manager will oversee Tier 1 customer service support in a call center setting, including the handling and resolution of general and routine inquiries related to personal income tax, received via telephone.
Key Responsibilities:
The Project Manager will oversee Tier 1 customer service support in a call center setting, including the handling and resolution of general and routine inquiries related to personal income tax, received via telephone.
Key Responsibilities:
- Overall oversight of day-to-day project operations.
- Ensuring that Contract objectives are met.
- Providing input and recommendations regarding the Call Center activities.
- Maintaining quality assurance and CCR responsiveness.
- Leading and guiding cross-functional teams.
- Collaborating with internal and external stakeholders.
- U.S. Citizenship required
- A bachelor's degree from an accredited college or university with a minimum of five (5) years' experience in customer service call center operations. Substitution of experience in lieu of education may be permitted.
- Three (3) years of project management experience
- Experience leading or managing teams.
- Experience with call center software, CRM systems (e.g., Salesforce), tax preparation software, and Microsoft Office Suite.
- Three (3) years of Accounting experience or explaining financial information to individuals.
- Experience within a call center or financial/tax services environment.
- Advanced proficiency in Microsoft Excel.
- Maryland resident strongly preferred.