Contact Center-Certified Project Manager

Job Description

Job Description

Company Description

Company Description

Headquartered in Bethesda, Maryland, ISN Corporation is a nationwide provider of specialized professional services to Federal government agencies.

ISN's portfolio includes work with over 100 Federal agencies.

ISN Corporation has been awarded a place in the Washington Business Journal's list of the 50 Fastest Growing Government Contractors.

ISN is also on the Business Inc. Magazine's 5000

List of Fastest Growing Private Companies for the last two years.

ISN Corporation offers many competitive benefits to its employees, including :

• Major medical insurance with prescription coverage
• Dental plan
• Flexible spending
• Short-term and long-term disability benefits at no cost to employees
• Basic life insurance at no cost to employees
• Retirement Plan
• Paid leave with accrual beginning at Date of Hire

Job Description

ISN is seeking a highly skilled and Certified Project Manager who will be responsible for all daily operations of a large, high volume government omni channel contact center.

This individual will be responsible for oversight of the entire project which includes technology, staffing to meet requirements, and making sure all aspects of operations are run smoothly.

Qualifications

• Project Manager Professional (PMP) Certification
• Business acumen in federal operations, personnel management, appropriations, contracting, and labor relations.
• Outstanding written and verbal communication skills, including demonstrated experience creating concise, visually pleasing slide decks and written documents and giving presentations for various types of audiences (from CSRs to government executives).
• Ability to influence others to move to a common vision through relationship building and active listening.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
• Business acumen in executing government task orders, including managing staffing, operations, and budget.
• Ability to monitor contact, performance, and customer experience data and identify and present recommendations for improvements to senior Government officials.

Experience :

• 6-8 years program management experience leading program-focused (as opposed to IT helpdesk-focused) high volume contact center with approximately 1M contacts per year.
• Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, data analysis, omnichannel operations, standard operating procedures, and CSR training.
• Expertise in contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools.
• Experience in identifying innovative solutions and mobilizing staff to adapt to new technologies and program priorities.
• Experience with day-to-day government task order management and ability to act as the primary contact for the Government regarding task order implementation.
• Able to receive assignment, guidance, and direction from the Contracting Officer Representative (COR) Subordinate COR, and Contracting Officer (CO), as well as inhouse leadership and management.

Education :

Bachelor's degree in business, communications, or a related field (or equivalent experience)

Additional Information

ISN Corporation is an Equal Opportunity Employer

ISN Corporation is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability status, marital status, genetic information, or any other characteristic protected by law.

ISN Corporation is a Drug-Free Workplace. Candidates are required to pass a pre-employment background investigation before beginning employment.