Project Manager, Contact Center Job in Chattanooga, Tennessee US

Job Title:                            Contact Center Project Manager

Status:                                Full-time

Position Reports to:            Director, Contact Center Operations
Location:                            Chattanooga TN, (Will consider candidates at commutable distance)

 

Job Summary:

The Contact Center Project Manager (PM) will be responsible for enterprise-level management of complex Cisco-based contact centers. The candidate will demonstrate proven ability to handle business and technical customer relationships at the Fortune 500 level and experience managing integration of multiple vendors, subcontractors and customer technical groups in multi-site complex Cisco contact center environments.

PM’s must be multi-faceted and organized individuals that have a depth and breadth of knowledge in Project and Lifecycle Methodology. We are a Cisco Gold Partner with projects in enterprise Contact Center, self service, network, call routing, reporting and desktop integration.   We conduct full lifecycle projects from requirements thru, design, build, test and deploy.

 

Job Duties and/or Requirements:

·         Manage the day-to-day operational and tactical aspects of multiple or large scale projects.

·         Oversee Engineers working on client engagements within practice and ensures their use of ShoreGroup methodology, templates, checklists and best practices.

·         Review high-level deliverables across projects for client presentability and use of appropriate templates to ensure complete and high level deliverable.

·         Implement engagement review and quality assurance procedures in accordance with best practice methodology to ensure profitable and successful execution of consulting engagements as measured by customer satisfaction.

·         Minimize Customer’s and company’s exposure and risk.

·         Manage scope and mitigate risk across projects.

·         Determine appropriate revenue recognition, ensure accurate invoicing, and monitor receivables for all projects under his/her direction.

·         Analyze profitability, revenue, margins, bill rates and utilization across projects.

·         Address elevated billing issues when they arise.

·         Manage and achieve revenue goals set for projects.

·         Accurately forecast revenue, profitability, margins, bill rates and utilization across projects.

·         Set expectations upward regarding revenue and profitability projections.

·         Identify partnership opportunities and capitalize on "add-on" sales opportunities across projects.

·         Work in conjunction with our sales team to follow up on sales leads within practice.

·         Grow long-term relationships with clients and capitalize on relationship and partnership opportunities.

·         Serve as key participant in team and client meetings.

·         Possess a thorough understanding of service offerings, technical best practices, and methodology.

·         Manage day-to-day client interaction and expectations for multiple or large-scale projects.

·         Anticipate client’s needs and propose alternative business solutions.

·         Continually seek and capitalize upon opportunities to increase customer satisfaction and deepen client relationships.

·         Suggest solutions and act decisively when necessary to advance a project

·         Oversee smooth installation and operation of mission critical networks and act as liaison between our customers, the project team and the Company

·         Manage relationships with vendors, sub-contractors, partners and clients

·         Ensure compatibility between network products by gathering the necessary data and/or developing the necessary test scenarios with the project teams

·         Conduct project reviews on completed projects, documenting financial status, lessons learned, and making recommendations for improvement

Knowledge and/or Skill Requirements:

·         Minimum of 4 year college degree, preferably in business, technology or project management and PMP certification. Minimum 3 years progressive experience in leading complex Cisco contact center environments

·         Strong management skills

·         Strong written and interpersonal communication skills including the ability to communicate technical information at every level

·         Strong organizational skills

·         OSI model knowledge or certification a plus

ITIL knowledge or certification a plus

Please send your resumes to: Gunjan.Nautiyal@ShoreGroup.com