105187 - Project Manager
at DiverseStaffing in Northeast Indianapolis, IN - Temporary
Description:
The Project Manager (PM) is responsible for daily operations of the project and acts as the communication channel to pass project information from the Client to the Call Center Operations Team.
The PM also plans, directs, and coordinates activities of designated project to ensure that goals and objectives of project are accomplished within prescribed time frame and funding parameters by performing the following duties personally or through subordinate supervisors.
ESSENTIAL FUNCTIONS:
" Reviews project proposal or existing contract to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, service levels and allotment of available resources to various phases of project.
" Establishes work plan and forecasts staffing for each phase of the project, and arranges for recruitment or assignment of project personnel with assistance from Operations Manager.
" Confers with project staff to outline work plan and to assign duties, responsibilities, and scope of authority. Ensures utilized resources are updated with accurate and timely information.
" Directs and coordinates activities of project personnel to ensure project progresses are on schedule and within prescribed budget.
" Reviews status reports prepared by project personnel and modifies schedules or plans as required.
" Prepares project reports for management, client, and/or others.
" Confers with project personnel to provide technical advice and to resolve problems.
" Conduct weekly conference calls with Client and prepare the following statistics for each weekly review:
o Daily, Weekly, Month to Date Call Volume
o Daily, Weekly, Month to Date Service Level
o Average Talk Time
o Average Hold Time
o Highest Call Volume Interval
o Trends/Changes in Call Flow
o Issues/Challenges with Service and/or Product
ADDITIONAL RESPONSIBILITIES:
" Other duties as assigned
" Required travel to and from owned and operated locations within a 20 mile radius of primary work location will not be reimbursed and will not fall under the mileage reimbursement policy.
SUPERVISORY RESPONSIBILITIES:
Assign tasks, monitor and mentor Order Management Specialists.
Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to effectively present information and respond to questions from groups of managers, Clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Internet software and Microsoft Office.
CERTIFICATES, LICENSES, REGISTRATIONS:
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Light traveling as needed.
WORK ENVIRONMENT:
The work environment is typical of a Call Center. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
COMPETENCY:
To perform the job successfully, an individual should demonstrate the following competencies:
" Analytical - Designs work flows and procedures.
" Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
" Project Management - Develops project plans; Coordinates projects; Communicates changes and progress.
" Customer Service - Responds to requests for service and assistance; Meets commitments; Demonstrates empathy for the customer.
" Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
" Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
" Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.
" Change Management - Develops workable implementation plans; Communicates changes effectively; Prepares and supports those affected by change.
" Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.
" Cost Consciousness - Conserves organizational resources. Able to evaluate scope of work changes and the financial impact to the project.
" Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
" Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values.
" Organizational Support - Follows policies and procedures.
" Strategic Thinking - Develops strategies to achieve organizational goals.
" Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
" Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
" Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
" Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
" Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
" Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
" Attendance/Punctuality - Is consistently at work and on time.
" Dependability - Follows instructions, responds to management direction; Keeps commitments.
" Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
The Project Manager (PM) is responsible for daily operations of the project and acts as the communication channel to pass project information from the Client to the Call Center Operations Team.
The PM also plans, directs, and coordinates activities of designated project to ensure that goals and objectives of project are accomplished within prescribed time frame and funding parameters by performing the following duties personally or through subordinate supervisors.
ESSENTIAL FUNCTIONS:
" Reviews project proposal or existing contract to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, service levels and allotment of available resources to various phases of project.
" Establishes work plan and forecasts staffing for each phase of the project, and arranges for recruitment or assignment of project personnel with assistance from Operations Manager.
" Confers with project staff to outline work plan and to assign duties, responsibilities, and scope of authority. Ensures utilized resources are updated with accurate and timely information.
" Directs and coordinates activities of project personnel to ensure project progresses are on schedule and within prescribed budget.
" Reviews status reports prepared by project personnel and modifies schedules or plans as required.
" Prepares project reports for management, client, and/or others.
" Confers with project personnel to provide technical advice and to resolve problems.
" Conduct weekly conference calls with Client and prepare the following statistics for each weekly review:
o Daily, Weekly, Month to Date Call Volume
o Daily, Weekly, Month to Date Service Level
o Average Talk Time
o Average Hold Time
o Highest Call Volume Interval
o Trends/Changes in Call Flow
o Issues/Challenges with Service and/or Product
ADDITIONAL RESPONSIBILITIES:
" Other duties as assigned
" Required travel to and from owned and operated locations within a 20 mile radius of primary work location will not be reimbursed and will not fall under the mileage reimbursement policy.
SUPERVISORY RESPONSIBILITIES:
Assign tasks, monitor and mentor Order Management Specialists.
Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to effectively present information and respond to questions from groups of managers, Clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Internet software and Microsoft Office.
CERTIFICATES, LICENSES, REGISTRATIONS:
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Light traveling as needed.
WORK ENVIRONMENT:
The work environment is typical of a Call Center. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
COMPETENCY:
To perform the job successfully, an individual should demonstrate the following competencies:
" Analytical - Designs work flows and procedures.
" Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
" Project Management - Develops project plans; Coordinates projects; Communicates changes and progress.
" Customer Service - Responds to requests for service and assistance; Meets commitments; Demonstrates empathy for the customer.
" Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
" Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
" Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.
" Change Management - Develops workable implementation plans; Communicates changes effectively; Prepares and supports those affected by change.
" Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.
" Cost Consciousness - Conserves organizational resources. Able to evaluate scope of work changes and the financial impact to the project.
" Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
" Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values.
" Organizational Support - Follows policies and procedures.
" Strategic Thinking - Develops strategies to achieve organizational goals.
" Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
" Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
" Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
" Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
" Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
" Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
" Attendance/Punctuality - Is consistently at work and on time.
" Dependability - Follows instructions, responds to management direction; Keeps commitments.
" Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
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Published at 04-30-2010
Viewed: 505 times
Viewed: 505 times