Project Manager - Call Center Management Consultant |
| May. 31, 2007 - May. 31, 2008 |
| Location: | Tucker, GA |
| Employment Type: | Full Time |
| Department: | Other |
| Description: | To assure the viable transition of call center clients are properly outsourced at MSA Global’s domestic, or near shore/offshore BPO partner location sites. It involves management of the transition plan; ensure call center is operational for Day 1, and on-going management of day to day operations. |
| Duties: | Primary Responsibilities: Include, but are not limited to:
 Working with the MSA Global clients, vendors, and strategic partners to ensure that the transition plan is in place for the call center to be operational for Day 1 activities.
 Develop and implement a project plan that will address the following key areas:
o Contact center workflow process
o Recruiting/Staffing the contact center, as well as our client’s contact centers (i.e. call centers/help desks)
o Resource planning (i.e. workforce planning)
o Quality Monitoring
o Training
o Knowledge Management
o Process & Documentation
o Interface w/technology partner to enhance our VOIP Technologies
o Assist with the development of a business continuity plan (i.e. disaster recovery plan)
o Development of daily, weekly, bi-weekly, monthly, and quarterly key performance indicators (kpi) reports
 Understand the standard MSA Global Methodology for project implementation
Secondary Responsibilities: Include, but are not limited to:
 Assure that Partner organization and/or MSA Global has made appropriate transition for the client depending on the outsourced location.
 Make recommendations on improvements within the call center management process.
 Annually, evaluate/analyze performance management metrics of all call center clients
 Share results with MSA Global Management and contractual partners
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| Qualifications: | Required:
Education:
1. Minimum: Associate Degree in a relevant field and 10 years of relevant experience
2. Preferred:: BA or MA degree with progressive relevant experience in Call Center Management, Information Technology, and Project Management
Experience and core competencies:
1. Minimum of five years as manager of call center management in a complex international environment. Demonstrated capacity to develop an integrated institutional strategic vision of the manner in which human resources, financial and IT functions can be brought to bear in innovative ways.
2. Proven capability in call center management and information systems and their associated business applications.
3. Proven project management skills
4. Proven excellence in team building, communications, and planning skills.
5. Demonstrative capability for collaborative leadership and problem solving
6. Capability to work in a complex, virtual organizational setting
7. Self-paced
8. Excellent Interpersonal skills
9. Excellent Assessment skills
10. Excellent Interviewing skills
Preferred:
1. Systemic thinking skills
2. Detail oriented skills
3. Strong computer skills
4. Strong Strategic Skills
5. Ability to interact smoothly and collaboratively with “C-Level” Staff
6. Strong Interpersonal skills
Desired:
1. Certification in Project Management, Call Center Management
2. Other applicable Certifications
3. Experience in Call Center Start-Up’s
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