Project Manager - Contact Center Systems

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OSI Engineering, Inc.
Project Manager, Excel, KPIs, Microsoft, analytical skills, attention to detailAdvanced, data analysis, defining metrics, root - cause analysis, CRM, call center technology
Full Time
Depends on Experience
Work from home available Travel required to 10%.

Job Description

Project Manager - Contact Center Systems

 

Job Summary: 

A leading fintech company for an outstanding Project Manager-Contact Center Systems, who is looking to work in a new space to help define how we use data to understand customer behavior and satisfaction and drive product performance. In this role, you will develop and support data analysis and build solutions that give our teams flexible and structured access to data, including defining metrics and KPIs, and automating reporting and data visualization.

 

Responsibilities: 

  • Responsible for managing and administering the call center platform to ensure call center service delivery operational goals are met.  Partners with the business to enhance the call center platform functionality in the following areas:
  • Telephony call routing; Routing of other communication channels/work items including voicemail, email, CRM work item, chats, and call back requests in the call center platform; Call recording; Speech and text analytics; Workforce management integration; Reporting and dashboard
  • Leads the collection of business requirements and manages the project to implement those requirements in an agile approach with reliable results
  • Acts as a support liaison with call center platform vendor, other call center technology vendors, and corporate IT functions, ensuring that the organization's needs are met in a timely and accurate manner
  • Manages call center platform vendor including staying current on new call center capabilities the business can use; monitors vendor is meeting service levels and billing appropriately and escalates with vendor support issues get resolved in a timely manner
  • Supports provider leadership with appropriate call center data and analytics to allow providers to effectively evaluate all aspects of the care center performance from a call center perspective
  • Takes ownership and initiative on recommending, developing, and implementing call center platform changes to enhance the customer/ Agent experience and increase customer satisfaction

 

Qualifications: 

  • 4-5 years of experience managing projects from conception to implementationwith proven success
  • 5+ years of administering technologies experience in a large and multi-site organization with workforce performance optimization technology
  • Demonstrated success in developing some key aspects of the company’s platform (CRM) to ensure high performing customer service teams with customer and employee satisfaction outcomes that consistently met/exceeded operational, service, and budget goals and metrics
  • Possesses strong analytical skills and ability to conduct root-cause analysis on complex subjects and translate findings into appropriate action
  • Experience managing technology projects and vendor management
  • Excellent presentation, communication, organization, and attention to detail
  • Advanced knowledge of Microsoft Excel, Access, Word, Visio, and PowerPoint
  • Bachelor's Degree in Computer Science, Engineering, Science and Math or related discipline required, or an equivalent combination of education and experience

 

Location: Tucson, AZ (Onsite) or Pheonix, AZ (Remote – travel to the Tucson office at least once a month or as needed)

Job Type: Full Time



Company Information

OSI Engineering is a leading talent acquisition and services company, building powerful IT and Engineering development teams to meet speed-to-market demands across the US. We develop, implement and manage workforce solutions through every stage of the product lifecycle, from early application development through final production, delivering the highest-level technology professionals. Our capabilities include technical staff augmentation, managed service programs and resource planning solutions.

With over 20 years of experience, OSI’s technical expertise spans the software stack from the firmware layer up to the user interface. We deliver dynamic and diverse teams for IT Services, Networking Data Services, Cloud Infrastructure and Services, Big Data, Mobile Hardware and Applications, Internet of Things (IoT), Connected Car, Enterprise Information Security and Data Science. Our quality-focused approach to talent acquisition and services helps our clients successfully launch their concepts and products that change the world.

Dice Id : 10365912
Position Id : 7607780
Originally Posted : 2 months ago

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