Contact Center Project Manager

Highlight Technologies, Inc • Remote (District of Columbia, United States) • 6h ago

Overview

Highlight is seeking a Certified Project Manager to lead a high-volume contact center program.

Responsibilities

You will be responsible for managing a federal program revolving around a 300+ seat contact center that fields calls regarding federal housing loans.

Qualifications

Project Manager Certification
Bachelor's degree in business, communications, or a related field (or equivalent experience)
6-8 years program management experience leading program-focused (as opposed to IT helpdesk-focused) high volume contact center with approximately 1M contacts per year.
Previous experience managing a 300+ contact center that aligns with a housing loan program scope
Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, data analysis, omnichannel operations, standard operating procedures, and CSR training
Expertise in contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools.
Business acumen in federal operations, personnel management, appropriations, contracting, and labor relations.
Outstanding written and verbal communication skills, including demonstrated experience creating concise, visually pleasing slide decks and written documents and giving presentations for various types of audiences (from CSRs to government executives)
Ability to influence others to move to a common vision through relationship building and active listening.
Experience in identifying innovative solutions and mobilizing staff to adapt to new technologies and program priorities.
Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks
Experience with day-to-day government task order management and ability to act as the primary contact for the Government regarding task order implementation.

About Highlight

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org.

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at [email protected] Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.

Recruitment Fraud Disclaimer

Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals.

To protect yourself, keep the following in mind:

All emails will come from an official @highlighttech.com or @talent.icims.com email address.
We will never request payment or personal financial information during the recruitment process.
We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels.

If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight, please contact our team directly at [email protected].

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