Lead Contact Center PM: FMCSA Projects & Delivery

ITCON Services; Washington (District of Columbia); On-site; USD 110,000 - 140,000; Full time

Job summary

ITCON Services is seeking a Project Manager - Contact Center with FMCSA experience to join our team in the United States. The role leads initiatives within the contact center to improve operations, technology, and customer experience, ensuring projects finish on time and within budget.

You will plan, coordinate, and implement projects, guiding teams and collaborating with stakeholders while tracking performance and results for business objectives.

Qualifications

• Experience leading contact center projects end-to-end.
• FMCSA experience is preferred.
• Ability to manage budgets and reporting.

Responsibilities

• Develop project plans, schedules, budgets, and track milestones.
• Identify opportunities to improve contact center operations and technology.
• Manage relationships with internal and external stakeholders.
• Identify risks, escalate issues, and adjust plans accordingly.
• Oversee contact center technology enhancements and activations.
• Lead and train customer service professionals where required.
• Manage project budgets and billing terms.
• Ensure project delivery follows established methodologies and delivers value.

Skills

Project management

Stakeholder management

Budgeting

Team leadership

Process improvement

Job description

ITCON Services is seeking a Project Manager - Contact Center with FMCSA experience to join our team in the United States. The role leads initiatives within the contact center to improve operations, technology, and customer experience, ensuring projects finish on time and within budget.

You will plan, coordinate, and implement projects, guiding teams and collaborating with stakeholders while tracking performance and results for business objectives.