Project Manager - Call Center

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Responsibilities

The Manager will provide overall management for the Program Management groups supporting the USCIS hosted multi-tenant call center environment with planned expansions.  The manager will be responsible for successfully managing the implementation of the new tenants into the existing boundary and adding additional technologies as they are required within scope and schedule.  This position will frequently interface with the customer program and technical teams and will be required to conduct routine program reviews with Verizon and USCIS executives.  Position will manage a team of 6 to 8 people directly and be responsible for matrix management across multiple technical groups.  Responsibilities will include coordination with security, NOC, SOC and DHS security resources and will require at least a basic understanding of FISMA.  The Manager should possess a strong technical background with proven experience delivering on large and/or complex system integrations and call centers.  The position requires an understanding of Agile project management methodologies as well as typical PMP based methodologies, as both will be employed in a hybrid approach.  Applicant should be comfortable with complex technology and integrations and should possess a strong and experienced background in Call Centers.  Position will also be responsible for growing revenue by identifying and qualifying new opportunities.  Requires excellent oral and written communications skills, strong interpersonal skills, and a self-starter who is motivated to achieve objectives and meet expectations. Works independently and has a strong sense of accountability. 

Qualifications

  • Minimum Bachelor’s Degree (MBA preferred) or 10 years equivalent work experience
  • Minimum of 10 years of IT Program Management, at least 8 of which shall be specialized in Contact Center Technology; Demonstrated ability to manage complex tasks and teams; demonstrated ability to coordinate individuals and groups.Strong PC skills: Word, Excel and PowerPoint, MS Project
  • Superb organizational, project management and time management skills
  • Results oriented, strong sense of urgency, proactive and flexible
  • Strategic and analytical thinker who can collect and analyze data to make appropriate process/business decisions/recommendations
  • Ability to work on cross functional - multiple projects simultaneously while meeting deadlines
  • Ability to adapt quickly and frequently to changing priorities
  • Strong interpersonal and relationship management skills
  • PMP certification required, ITIL, ACP and SCRUM strongly desired

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.