The Project Manager is responsible for managing and implementing the overall Project for the Trust Beneficiary Call Center (TBCC) and related initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.
Organizes, directs, and coordinates planning, and implements all Project support activities.
Interacts with Government program officials regarding issues and status of Projects.
Coordinates financial and staffing resources.
Monitors and analyzes performance data and reports results to the Government.
Coordinates training activities to keep staff current on Government programs and customer service objectives; and manages the activities of subcontractors.
Collaborates with all areas and responsible parties related to the assigned project life cycle to ensure effective project planning, tracking and overall success (including management, development, systems, testing, training, and other related areas).
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
Bachelor’s degree and minimum of four years as a Customer Service Manager is required. Two or more years’ experience serving as an Information Specialist of Call Technician and one or more years’ experience supervising Information Specialists or Call Technicians. Call center experience preferred. Help Desk Manager Certification preferred.
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
CERTIFICATES, LICENSES, REGISTRATION
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry. Financial background helpful.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to read, analyze, and interpret general business periodicals, professiona1journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.