Sr. Call Center Project Manager – Charlotte, NC/Hybrid-Remote

9 Month W2 Contract initially

This Senior Project Manager position will work to understand the Non-Call communications through the Customer Services group within the company and provide recommendations on what work can be outsourced and a path to success. The goal will be to understand the details of what is currently being done in the Non-Call space and identify the opportunities that can be outsourced specifically to India with minimal training. The Sr. PM will be responsible for understanding and identifying the processes to help design the separate paths to what needs to be specifically trained for in our internal resources and our outsourced resources. If this effort proves valuable, this resource will be considered to project manage a broader effort inclusive of implementation of chat bots and live agent chat. The ideal candidate has experience in call center operations, live agent chat, etc. This position is typically retained to manage projects classified as Green III per the Project Management Center of Excellence Project Profile Matrix, or may manage multiple smaller (i.e. Green II) projects.

Basic/Required Qualifications:

• 11+ years of management experience.
• Graduation from a four-year college or university.
• Expert in project management principles.
• Expertise to Strong Expertise in Project Management, Decision Making, Critical Thinking, and Problem Solving; Project related work experience; Risk Management; Leadership; Employee Management/Development; Oversight.

Desired/Preferred Qualifications:

• Masters - business (MBA), project management, or equivalent.
• Utility Technical Certifications/Training; PMP or CAPM Certification; CMII/Construction Certifications; Professional Engineer License.
• Working knowledge to proficiency in project related Scheduling/ Cost Controls.
• Experience in utility industry.
• Knowledge in construction management.

Job Types: Contract, Full-time

Pay: $55.00 - $68.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Charlotte, NC 28285: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Project Management: 10 years (Preferred)
• Call center management: 1 year (Preferred)

License/Certification:

• PMP (Preferred)

Work Location: Hybrid remote in Charlotte, NC 28285

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