Project Manager - Contact Center

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 looking for a bright, motivated Project Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.

A Contact Center Project Manager is responsible for leading and executing various initiatives within a contact center to improve operations, technology, and customer experience, ensuring projects are completed on time and within budget. This role involves strategic planning, resource management, stakeholder collaboration, and performance analysis to enhance contact center efficiency and achieve business objectives.

Key Responsibilities typically include:

• Project Planning and Execution:
  • Developing project plans, schedules, resource requirements, and budgets; tracking and reporting on project status, milestones, and deliverables.
• Process Improvement & Optimization:
  • Identifying opportunities to improve operational workflows, technology, and service delivery within the contact center.
• Stakeholder Management:
  • Building relationships and collaborating with internal and external stakeholders, including contact center leaders, business units, and potentially executive leadership.
• Risk Management & Reporting:
  • Identifying risks and issues, escalating them as needed, and assisting in re-prioritization and re-design of project plans; reporting on project progress and performance.
• Technology & System Enhancements:
  • Overseeing contact center technology, managing software enhancements, and planning for service activation or optimization projects.
• Team Leadership & Training (in some roles):
  • Motivating and guiding customer service professionals, providing training, and assisting with performance management.
• Financial Management:
  • Managing project budgets, tracking expenses, and ensuring billing terms are met.
• Quality Assurance:
  • Implementing procedures to ensure project execution adheres to established methodologies and delivers value.