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Employment Opportunity: IT Call Center Program Manager

June 22, 2011

IT Call Center Program Manager

Job Overview:
• Resource will be split across non-technical and more technical projects, on the Telephony/Call Center side, reporting to the PMO Director for a successful multi-channel and multi-company direct marketing company, headquartered in Beverly, MA

Job Description:
• Plan, coordinate and supervise complex informatics assignments
• Design and apply new methods and procedures
• Coordinate systems development for major applications, define project requirements including information and data needs, business analysis and programming
• Develop, plan, analyze, evaluate and assign priorities to deliverables and requirements
• Define project phases, set deadlines and manage staff
• Develop project plans with milestones
• Coordinate all meeting and interface with business units, staff and service providers
The successful candidate will be responsible for the oversight and execution of multiple projects and project managers. Accountable for managing broad and highly complex teams and projects involving significant scope and complexity.

Key Accountabilities:
• Works autonomously in the management of the unit and collaborates with other business heads to establish and execute on common goals
• Direct or manages large-scale applications, programs or projects across multiple product lines, involving significant scope and complexity
• Ensures delivery of projects to the business partner, meeting the approved scope/cost/schedule/quality for the project
• Perform a governing role for, ensuring that the proposal, execution, control, deployment, training and hand off, warranty support, and closure meet promised schedules
• Performs risk identification and mitigation activities, escalating unresolved issues to the Executive and / or Steering Committee where appropriate to secure their timely decisions/support
• Collaborates with the PMO on acquisition and deployment of resources, including budget
• Ensures client satisfaction with the project process and project team by effective and timely communication including status reporting, continual risk/issue assessment/management and escalation, and resolution of issues as they arise
• The successful candidate will be required to work with and influence senior level leaders and partner with other IT Managers

Skills:
• Proven leadership skills and experience managing large and complex IT projects
• Full life cycle development experience
• Experience with proven project methodology tools
• PMI or ITIL certification
• Expertise in MS Project, Excel, Visio and PowerPoint

Misc:
• We are open to the person being based in Warren, PA, Athens, GA – or Tucson, AZ
• Limited travel may be needed (less than 25%, will reimburse based on guidelines)
• Prior technical experience with Telephony – infrastructure, applications and data integrations to order management systems (call recording, IVR, reporting & dashboards) preferred
• Prior large call center (sales and order taking) functional experience desired, but not required

Send Replies to
Connie Dorigan
Condor1@dorigan.com

 
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