Project Manager, Contact Center

NJ Based- Trenton

In this role, you should be an excellent collaborator and “builder” in growing and leveraging existing resources and talent, as well as recruiting and developing other necessary team members and partners. You will report to the CEO and work closely with the Program Director day-to-day.

If you also have a background in customer service, experience in the contact center industry, and hands on analytics experience, we’d like to meet you!

The manager in this role will engage in a variety of tasks including project management, coordination, strategic planning, relationship management, negotiation, servant-leadership and innovative development of opportunities.

Overall Responsibilities:

• Works with the CEO and the assigned Program Director and team in developing strategies that result in rapid scaling up of contact centers – remote, hybrid and on site.
• Coordinating communications with a variety of stakeholders including: the customer (multiple parties), contract officials, the CEO, Director of HR, Technology Managers, Training and QA managers, existing and prospective vendors, and other Managers.
• Championing the customer at all levels internally and coordinating with Project leadership team to efficiently serve the customer.
• Schedule, hold, and document regular meetings with customers to ensure satisfaction.
• In collaboration with CEO and Project Leadership, identify, research, and resolve complex technical problems. Ensures that the use of business intelligence applications enhances business decision making capabilities.
• Coordinate with other members of the management team and dealing with any customer issues that may arise.
• Feeding back suggestions for improvement and research to senior staff; relaying results back to customer.
• Lead and work with Project Operations Management to develop and implement policies and procedures necessary for meet the requirements of clients and ensure a satisfied clientele.
• Work with Operations Management, Quality Assurance, and Analytics staff in mining data to identify trends, potential trouble-spots, and opportunities.
• Assist in resolving clients’ issues/problems by listening to complaints and proffering solutions effective for satisfactory resolution.
• Maintain excellent customer service and ensure the customer service team adhere to acceptable standards for client service.
• Proactively contact client to ensure they are satisfied with received services.
• As a result of consulting with colleagues and industry experts and provide clients with regular updates to keep them abreast of changes in trends.
• Regularly assess services to ensure they meet contractual requirements and AQLs.
• Work with the Program Director and her/his staff in the preparation of weekly status reports (and meetings) and for the customer and monthly Senior Management Reviews.

You will know you are successful if:

• You successfully collaborate with the end client, leadership, your peers, and team members to deliver solutions that successfully drive a full-service, contact center offering.
• The project team, contact center representatives, external vendors, and the client’s team work together in a cohesive and harmonious way.
• The value of the contact center team is demonstrated as it grows to full staffed levels.

Requirements:

Three (3) + years’ experience in a senior contact center program management, customer service, or client support role. Experience with scaling up and operating contact centers– ideally with a distributed workforce component.

Experience:

• Background in customer service and supporting analytics; contact center knowledge in government settings is a plus.
• Experience tracking relevant KPIs (i.e. customer satisfaction) and contractual AQLs.
• Proficient in MS Office and other analytical tools (i.e. advanced Excel, database query).
• Experience with Contact Center Technologies including phone systems (cloud) and CRM applications.
• Experience in root cause analysis and dissection and communication of problems into their basic elements.
• BS/BA in Business Administration, Marketing OR Liberal Arts with related experience. Master’s Degree a plus.
• Managing federal and/or state government customer experience.

Competencies

• Effective communication and presentation skills in individual and group settings.
• Solid problem-solving aptitude and service focus.
• Comfort with working under pressure.
• Ability to work with various personality types and stakeholders.
• Ability to work well with a team.