Project Manager – Level II (PM) – (KeyPersonnel)

 

The Project Manager shall be able to workindependently to accomplish complex requirements associated with multipleprojects or a single, large complex project. The Project Manager shall advisethe Government concerning requirements, risks, issues, project plans, schedulesand scope of assigned project area or tasks. The Project Manager shall have thecapability to manage projects of high complexity and to direct the completionof projects within estimated timeframes and resource constraints. The ProjectManager shall coordinate all parties to tasks and review work products forcompleteness, quality, and adherence to customer requirements.

Required Education Requirements: Bachelor’sDegree and specialized experience managing a multi-tier/level Call Centerrequired.

Current Project Management Professional(PMP) and HDI Certifications are required 30 days after TO award.

Experience Requirements: In addition to theeducational requirement, the Project Manager shall also have a minimum of eight(8) years of experience in project and/or operation management within amulti-tier/level Call Center of like complexity.

Acceptable specialized managementexperience shall also include:

•           ConductingCall Center studies and analyzing the findings to make recommendations for afunctional operation and/or program

•           Experiencewith:

o          Qualitativemethods and quantitative analytical techniques

o          Organizationaland work processes relationship

o          Administrativesupport activities related to performing a wide variety of analytical studiesand projects

o          Projectand management improvement, productivity improvement and management controls

o          Long-rangeplanning including developing guidance on techniques for management and methodsimprovement, analyzing and advising on proposed reorganizations or realignmentof functions, and developing manuals and directives covering varying aspects ofoperations

o          Planningand executing strategies to enhance productivity and efficiency throughout acall/data center

o          Conductingcomplex response center statistical analysis, identifying trends, andimplementing required improvements, which translate into measurable operationalimprovements

 

Additional Required Knowledge and Skills:

•           Abilityto manage a technical operations group in a large, complex applicationenvironment

•           Abilityto demonstrate knowledge and understanding of Call Center operations includingcall routing and management technologies (Automatic Call Distributors (ACD),Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text,Mobile, Fax, Phone and Mail), workforce management systems, knowledgebasesystems, quality assurance applications, and business intelligence software

•           Abilityto evaluate multiple telephony systems for proper operations for interpreting,

 

analyzing, and reviewing data

•           Abilityto work with internal stakeholders to ensure all operational systems are continuouslyevaluated for proper operations

•           Abilityto interpret, analyze and review data provided by systems analysis

•           Abilityto coordinate with internal stakeholders regarding knowledgebase development,process improvements, change management, and communications initiatives

•           Abilityto identify strategic plans of actions

•           Abilityto identify and resolve unique issues in which no policy exists

•           Abilityto communicate plans, programs, and pending systems changes for measurableresults

•           Abilityto improve and enhance the integrity, accuracy, and quality for call centerreporting and analytics

•           Abilityto direct operations to establish, achieve workload balance, accuracy,productivity, budget, and service level agreements