What are the responsibilities and job description for the Support Transition Manager position at The DNA group?
Location: Washington, DC. Work Arrangement: Hydrid Duration:12-month contract, with possible extension W-2 or 1099 No C2C, visa transfers, or sponsorship Our client is seeking a Support Transition Manager (STM) to work closely with the Procurement Center of Excellence (PCOE) Manager to coordinate the transition of support from on-premises procurement modules to ERP cloud modules. The STM will oversee daily operations, monitor staff performance, provide guidance on related tasks, and resolve operational issues, ensuring a smooth and efficient shift to cloud-based procurement processes. Responsibilities: Coordinate with call center resources and employees to manage and report on daily call center operations, as directed by the PCOE Manager and the PASS Modernization PMO. Develop and coordinate the implementation of revised standard operating procedures. Coordinate the implementation of PCOE requirements in the cloud system. Coordinate the transition of PCOE support to the cloud environment. Provide oversight of call center operations and staff engaged in processing calls, emails, and remedy tickets. Monitor staff performance, work operations, and resolve operational problems to ensure the unit operates efficiently and effectively to meet performance measures. Report to the PCOE Manager and the PASS Modernization PMO on the status of the transition to Oracle Fusion Cloud, staff performance, work operations, and ticket resolutions to meet performance measures and/or service level agreements. Ensure that calls for service are answered in a prompt, courteous, professional, and accurate manner and ensure information provided to customers is accurate and complete. Act as a liaison to District agencies and vendors interested in doing business with the district. Coordinate with other PASS Modernization Project resources and stakeholders to manage and support the design and development of revised process guides and quick reference guides for call center operations. Manage, develop, and coordinate ERP cloud training and training curriculum for call center staff and resources. Attend, coordinate, facilitate, and document meetings related to call center operations and the PCOE’s transition to ERP cloud support. Perform other related duties as assigned. Minimum Qualifications Bachelor’s degree in Information Technology or a related field, or equivalent professional experience. Extensive call center experience at a managerial level, with a proven ability to oversee daily operations and staff performance. PMP (Project Management Professional) certification. Significant experience in a procurement-based environment. Willingness to work onsite four days a week. Required Experience Bachelor's degree in information technology or a related field, or equivalent experience – 20 years Call center experience at a managerial level – 16 years PMP certification – 16 years Experience in a procurement-based environment – 16 years Willingness to work onsite 4 days a week – 16 years Call center experience – 16 years (desired) Experience in a procurement-based environment – 16 years (desired) This Job Is Ideal for Someone Who Is Experienced in managing call center operations at a managerial level, with a proven ability to oversee daily activities, monitor staff performance, and resolve operational issues. Knowledgeable in procurement-based environments, with experience supporting procurement processes and transitioning operations to cloud-based ERP systems. Certified as a PMP (Project Management Professional) and capable of applying project management principles to coordinate complex operational transitions. Skilled in developing, implementing, and updating standard operating procedures, process guides, and training curricula for call center staff. Comfortable working onsite four days a week and collaborating closely with multiple stakeholders, including district agencies, vendors, and modernization project teams. Detail-oriented, organized, and able to ensure timely, professional, and accurate responses to customer inquiries via calls, emails, and ticketing systems. Capable of facilitating meetings, reporting on staff performance and operational status, and ensuring service level agreements and performance measures are met. The DNA Group is a drug-free workplace. Pre-employment drug testing may be required in accordance with federal, state, and local laws.
Salary : $165,900