Experience Required Experience leading projects or contracts with demonstrated ability to manage a project and to provide guidance and direction for specific projects or sub-tasks. Knowledge and experience working with Rapid Application Development (RAD) Apps; to include CRM tools. Job Objective The project manager (PM) is responsible for overall management of the project team. He/She serves as the primary conduit between CPD leadership and the contracting team. The PM is responsible for facilitating the workflow of client deliverables and providing final oversight and quality assurance on reports and briefing materials. The PM will be relied upon for high-level, strategic planning, and completing high-profile and/or quick turnaround tasks, having multi-year experience working with ServiceNow as an end-to-end CMS. This is a part-time position and will work approximately 4 hours per day. Responsibilities Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Knowledge of customer interaction and voice response systems, and voice networks; knowledge of user interfaces; developing and executing user acceptance test plans; planning and managing the implementation of new systems deployments, assessments, and systems recommendations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Maintains professional and technical knowledge by tracking emerging trends daily in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishment. Ensure all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines of business. Education & Certification Current project management professional (PMP) certification. Bachelor’s degree and eight years of experience; or a master’s degree with six years of experience. Work Location Remote (Local to the Washington D.C. area as on-site attendance is occasionally required) #J-18808-Ljbffr Lukos
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