Call Center Product Program Manager

  • Netsource, Inc.
  • Wilmington, DE, USA
  • May 02, 2021
Full time Customer Service

Job Description

Please note that this is a 12-18 months contract position.

Can be either Colorado Springs, CO or Wilmington, DE. Currently working remote but will need to go onsite once the sites open back up.

You'll manage the development and delivery of large integrated customer solution by transforming broad concepts into a structured program, leading the design and delivery of multi-national project, delivering solutions for complex, high impact issues, and building effective client relationships.

Leading the direct oversight of a project, serving as a direct contact between project team members and project stakeholders
Driving and delivering expected results according to agreed project scope, cost, quality and timeline milestones
Creating and managing resource forecast plans, and working directly with managers to communicate and agree to project staffing requirements
Tracking estimated project revenues, costs, expenses and profits against defined metrics; proactively communicating deviations to relevant stakeholders
Analyzing, planning and tracking project phases and activities, and communicating the timelines/milestones/goals on a regular basis to the project team and other stakeholders
Coordinate with third party vendors as required to complete the project activities
Effectively identify and communicate risks to stakeholders in a timely and clear fashion
Understanding of the proper application of risk management techniques to ensure business priorities and quality standards are met
Re-evaluating goals throughout the project, together with the project's stakeholders, and making necessary adjustments to project plans and budgets, including scope change management
Establishing and maintaining project lifecycle documentation
Accountability and urgency for the delivery/completion of projects on time and cost
Ability to establish trust and work with integrity while motivating others to achieve the goals of the project
Developing leadership skills and desire to succeed with a minimum level of guidance
Successfully multi-task
Excellent presentation skills
Creative problem-solving skills and decision-making abilities that adapt to change and promote teamwork across countries and cultures
Ability to influence stakeholders at all levels in a matrixed team environment
Experience with constructive decision making, resolution of conflict, and the building of effective top-down and bottom-up business relationships

You will need to be educated to at least degree level (hold post-graduate study/certification/license) and have at least 9+ years' practical experience, 5 years of which will be relevant experience, through which you've developed the ability to fully understand customer needs and the technical ability to fulfill them.

B.S. or B.A. in Science or Project Management experience; PMP certification a plus.

The exceptional candidate will have previous Project/Program Management experience within a Contact or Call Center. Global experience is preferred
Previous IT PM experience, either process or technical
Preference towards candidates who have worked with SAP, preferably CRM
Excellent understanding and application of Project Management principles, concepts, practices and standards
Foster and promote teamwork across countries and cultures
Strong analytical skills with a proven ability to balance and prioritize responsibilities in accordance with business and team needs
Engagement with technical teams to ensure sound and effective solutions to design and development challenges
Maintain team focus on project quality while adhering to project timelines and goals
Experience with managing project scope while ensuring successful execution of project details. May require guidance for determining solutions in very complex situations.
Demonstrates exceptional interpersonal and communication skills with the ability to effectively communicate with individuals at all levels in the organization across various functions and locations. Ability to lead, facilitate and communicate across countries and cultures.
Prior hands-on experience with Microsoft Project, Word, Excel, PowerPoint, Outlook, SharePoint and remote meeting tools such as WebEx, Live Meeting, etc. Experience with SmartSheet is a plus.
Excellent time management skills and ability to work independently with minimal guidance
Developing business acumen, developing negotiation and delegation skills, and developing ability to influence at all levels within the organization.
Excellent presentation skills. Experience presenting to upper management and project Stakeholders/Sponsors is a plus
Experience with OmniChannel Communication or Call Management Process projects is a plus but not required
Global working experience is still a strong plus

Applicants must provide their phone number. Reference job number A690.

- provided by Dice