Project Manager - Contact Center

ITCON Services; Washington (District of Columbia); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading service provider in Washington, DC is seeking an experienced Project Manager specializing in contact centers. The role involves leading projects to enhance operations, optimize performance, and manage technology initiatives within budget and timelines. Candidates should possess strong project management skills and FMCSA experience is preferred. This position offers opportunities for strategic planning and stakeholder engagement to achieve operational excellence while ensuring high-quality service delivery.

Qualifications

• Experience with FMCSA regulations is preferred.
• Strong leadership skills and experience in managing teams.
• Excellent communication abilities to engage with stakeholders.

Responsibilities

• Lead and execute projects to improve contact center operations.
• Identify and implement process optimizations in service delivery.
• Build relationships with stakeholders and manage expectations.
• Identify risks and report on project performance.
• Oversee technology enhancements and service activations.
• Motivate and train customer service professionals as needed.
• Manage project budgets and track expenses.
• Ensure quality assurance processes are followed.

Skills

Project Management

Stakeholder Collaboration

Risk Management

Process Improvement

Financial Management

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

• 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.