Call Center Project Manager 20250220 (Remote)

• Oversee the daily operations of the Contact Center and acts as a primary point of contact for clients, staff and support teams to deliver high quality services in a timely manner.
• Responsible for updating the company's knowledge base system as well as updating policies and procedures.
• Ability to adapt to unique project management methodologies and internal guiding principles required to manage multiple fast-paced projects with dynamic/changeable scope and release timeframes.
• Excellent interpersonal, written communication, process mapping, and presentation skills.
• Adapt and institute project management structures and systems that enforce accountability for project execution but are flexible enough to function within our extremely fast paced environment.
• Bring a flexible, positive, and solutions-oriented mindset to everything you do. This is a fast-paced environment that best suits individuals with the energy and willingness to tackle a variety of needs from our operations.
• Develop and maintain rapport and a professional relationship with all clients, staff and support teams to ensure communication channels are open in regards to staff successes/opportunities/performance and project growth.
• Immerse yourself in our operations in a fast-paced, growing, learn-it-yourself environment to gain and maintain an expert level of internal operational strategy and processes.
• Accountability conversations and documentation.
• Authoring and discussing employee's performance appraisals; addressing employee performance and corrective action plans.
• Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics.
• Able to work in a high paced changing environment and able to effectively manage many lines of business and tasks.
• Reporting and escalating issues/concerns to your senior manager or HR in a timely fashion.
• Proactively anticipate and develop solutions to possible issues, resolve issues/concerns.
• Lead staff orientations and meetings internally in order to provide key information and or development; Meet with client and or support teams via meeting, phone or teams.
• Maintain detailed records, agendas, meeting minutes, logs, and operations details.
• Create apositive team environment by motivation and recognition.
• Maximize employee and site efficiency and profitability.
• Managing project KPIs to ensure all requirements are met or exceed.
• Provide daily/weekly/monthly reports, presentations and or action plans to senior leadership in a team meeting setting or via email/1 on 1.
• Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks.
• Must attend and be prepared for daily/weekly/monthly meetings as assigned, on time.
• Must be able to work with all lines of business and departments, both internal and external.
• Must be able to accept positive, constructive, and critical feedback.
• Review and address opportunities with leadership members, senior leadership and or support teams.
• Track project resources, issues, risks, and other associated performance indicators, to ensure project success.
• Ensuring that performance goals and accountability are clearly communicated and up to date.
• Communicate project performance information to the various levels of management, ensuring understanding and support from key stakeholders.
• Self-starter and ability to thrive in a fast-paced and constantly changing environment with ease and agility.
• Perform other duties as assigned or needed.

• Bachelor's Degree in Business Management Required
• Minimum of 8-10 years of Supervisory/Management Experience Required
• Minimum of 8-10 Years of Call Center and Customer Service Experience.
• Knowledge or experience using Agile Methodology or Six Sigma in Projects is preferred.
  o PMP Certification, Six Sigma Black Belt or Green Belt is also preferred.
• Experience Managing multiple projects, employees or contracts at a time is required.
• Able to travel up to 20-40% per year and being near the state of DC is a plus.
• Must be flexible with schedule and be available to work weekends, holidays and or nights.
• Proven ability to develop and implement strategies to improve call center operations.
• Ability to follow oral and written directions with minimal guidance or supervision.
• Proficiency in project management software such as CRM, Cisco Connect/Jabber/Finesse, Salesforce, MS Project, MS Office, Google Suite and Smartsheet as well as MS Office applications for reports, analysis, and presentations is a plus.

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