Call Center Manager jobs in Cranston, RI

Duration: 12 Months

Job Description:

• The Project Manager Senior has overall responsibility for overseeing small to large projects from initiation to close-out. This will include providing recommendations to improve operations and smoothly transitioning projects to ongoing Maintenance & Operations

Responsibilities:

• Develop Statement of Work and requirements with stakeholders
• Review proposed technical solutions to ensure they meet the business needs and SDLC standards
• Develop work plans and manage timelines associated with SDLC deliverables
• Provide consultative support to Agencies & Program Leadership to help enforce governance standards and best practices
• Act as the key point of contact for the Agencies in managing project issues and escalations
• Review incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functions

• Create dashboards and tools to assist the business in prioritization and release planning activities
• Analyze and communicate project status effectively to stakeholders and project leadership
• Participate in strategic improvement initiatives focused on Call Center technology enablement
• Complete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutions
• Ensure all procedures and policies are followed
• Leverage an understanding of data and resources to support projects
• Collaborate cross-functionally to solve business problems
• Escalate issues or risks as appropriate
• Support, identify, and monitor priorities, deadlines, and expectations
• Other duties as assigned

Required Qualification

• Bachelor's degree in MIS, Computer science or related field.

Preferred Qualification:

• Master's degree preferred
• PMP certification a plus

Required Experience:

• 5-10 years' experience as a Project Manager with a proven track record managing complex IT projects
• Versatile project management skills with the ability to learn quickly and work with limited oversight and supervision
• Demonstrated ability to build effective partnerships with key business stakeholders and outside vendors
• Proven leadership, organizational and planning skills across different types of projects
• Experience with project management tools and best practices

• Experience with application development and software development life cycle methodologies
• Experience with ITIL practices including incident and problem management
• Required knowledge of JIRA, Excel, PowerPoint
• 5 or more years of experience in Call Center technology
• Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similar
• Experience with Workforce Management tools and CRMs for Call Centers.

About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000 people including 600 Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115 Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80 commercial clients.

Recognized among Best Company to Work For by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

22nd Century Technologies is an Equal Opportunity Employer" and s & all other parties authorized to work in the US are encouraged to apply."

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.