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24-7 Intouch: Project Manager

24 7 Intouch

This is a Contract position in Tyler, TX posted November 5, 2021.

About 24-7 Intouch24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.For more on our culture, follow the link to Our Story https://youtu.Be/a6CvsUKYN8g About the JobThe Project Manager is responsible for evaluating, scoping, implementing, and launching programs for one of our largest accounts.

Projects range from short multi-week engagements impacting small teams to year-long global system implementations impacting multiple departments or channels (i.E.

Operations, Operations Support, Training & QA).Key responsibilities will include implementing processes and ensuring effective deployment of new capabilities, and continuous improvement strategies into our existing operation.

Further, the Project Manager will meet regularly with the client partner to ensure we are aligned on our strategic visions.

As Project Manager, You Will…Build business cases for all projects, from identifying project goals, required team(s), tasks, and desired impactsDevelop and manage project timelines and workflowsManage and outline critical project activities and subsequent milestonesMitigate and resolve risks and issues through project start and completionDevelop reporting standards and cadencesProvide oversight and support to program-specific reporting teamIdentify cross-functional impacts and serve as the expert liaison between key business owners, including client partner, department managers and senior leadership for all projectsManage and document all processes and successfully transition ownership when requiredCreate and implement templates to automatically track project costsDefine reporting cadence to monitor project post-launch and its hyper-care periodServe as the Project Management Subject Matter Expert (SME)Clear understanding of the “Big Picture” view to oversee and manage integration between the newly deployed project processes and already existing processesRequirementsAs Project Manager, You Have…A post-secondary degree in Business or Commerce will be considered an assetA minimum of 5 years of experience in the contact center industry and proficiency in understanding contact center KPIsExperience in an Operations Management role overseeing front-line employees will be considered an assetExperience in client relationship management and employee development/coachingExperience dealing with escalated issues in a contact center capacityA proven track record of successful project deployments with quantifiable results where you operated in a leadership roleClear communication skills with keen ability to present findings in succinct presentationsAbility to be an extremely organized and detail-oriented worker with the ability to keep track of project impacting details and manage multiple, simultaneous projects with competing prioritiesStrong quantitative, analytical and critical thinking skills with demonstrated use of data analysis and metrics to drive decision making and continuous improvementWillingness to dig in and contribute as a part of a cross-functional teamRemain one step ahead of any issue, with the goal of no surprisesThorough 360 understanding of project impacts on all other aspects of the supply chainExperience with project management tools: i.E.

Microsoft Project & Planner, Asana, Confluence, Jira, etc.Proven advanced skills with MS Office suite (Excel & PowerPoint) and database/SQL experience a big plusWorking knowledge and understanding of lean principles, project management and change management Six Sigma, PMP or change management certification are a big plus By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his Her personal information for purposes relating to the application process and if hired, the employment relationship.Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.