About this role

Provide end-to-end project management support for Contact Center Telephony initiatives
Manage the full project life cycle, including review of various sources, creation of project plans and schedules, obtaining and managing resources, managing budget, and facilitating project execution, deployment and closure
Partner with contact center operations, IT teams, vendors, and business units to oversee program implementations
Support rollout activities and ensure smooth adoption of new IVR features or telephony tools
Maintain detailed project documentation including meeting minutes, action items, issues lists and risk management plans
Provide leadership and effectively communicate project status to all stakeholders and external agencies
Negotiate with project stakeholders to identify resources, resolve issues, and mitigate risks
Coordinate cross-functional meetings with various functional areas to meet overall stakeholder expectations and company’s objectives
Monitor the creation of all project deliverables to ensure adherence to quality standards including design documents, test plans, training materials, and operations documentation
Approximately 10% travel.

Bachelor’s degree in related field or equivalent experience
7+ years of project management experience with departmental specific projects
Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff
Proficient with MS-Office applications
Healthcare experience; managed care experience preferred
Experience with contact center, telephony, IVR, cloud-based platforms, or related technologies is strongly preferred, including partnership with technical teams on system implementations, platform enhancements, or enterprise technology initiatives
PMP certification preferred.

Project Manager IV

Key skills