OBJECTIVE:

The Project Manager will serve as the internal point person between Operations, client services, Human Resources, Quality, WFM, Facilities, IT, Training, and recruiting to assist with new client or project set ups to ensure successful launch for each assigned project as well as maintain a positive working relationship with clients.

MAJOR RESPONSIBILITIES:

• Create and manage set up checklist and provide updates to upper management regularly or upon escalation for each assigned project, this includes identifying, tracking, and managing project tasks, and resolving project issues.
• Proactively disseminating project information to all stakeholders.
• Create client or project manual listing all requirements, reporting and specifics for reference
• Work with training on potential up training opportunities based on the need of the project or client
• Assist in client audit preparation to allow operations and other areas to stay focused on their day to day responsibilities
• Ensure that the overall project solution is of acceptable quality.

• Proactively managing scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.
• Managing the overall work plan to ensure work is assigned and completed on time and within budget.

POSITION REQUIREMENTS/QUALIFICATIONS:

Education:

• High School Diploma, College Degree Preferred

Work Experience:

• 5+ years experience in the call center industry
• Previous experience with new client/project launches in near shore or off shore facilities

Competencies:

Technical Competencies

• Strong Excel, Word, Power Point, MS Project and Outlook skills
• Familiar with customer care and technical support terminology including

Human Competencies

• Displays leadership traits appropriate to the situation.
• Promotes a common purpose among the staff.
• Ability to handle multiple projects and assignments; able to prioritize and meet deadlines.
• Results oriented and team player.
• Effective oral and written communication skills.
• Effective negotiation and persuasion skills.
• Ability to realize the potential and development of assigned diverse collection staff. 
• Able to communicate clear and concise performance goals and expectations to staff and management team.

Ability to Travel:

• International Travel may be required

Other:

• Must be able to perform Essential Accountabilities with or without reasonable accommodation.