Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Contact Center Project Manager
6 Months
Locations:
San Antonio, TX
Des Moines, IA
Minneapolis, MN
St Louis, MO
New York, NY
Charlotte, NC
Phoenix, AZ
Onsite Day 1: Hybrid Model: 3 Days Onsite Per Week!
Intake notes:
Team is working on a contact center modernization
They are leading line of business readiness - Making sure their partners are ready for the migration
Team is updating their telephony partner for all enterprise so contact centers need to be updated
Training is needed, need to make sure their partners are ready to use the job aids that they created/are creating
Leading large complex efforts
10 years of experience is preferred
Consulting backgrounds do very well in this role
Reporting to a direct program manager (so there will be assistance) but they should be able to pick it up and run with this
Any industry is OK but mainly consulting/financial services
Need to have procedural, learning, and technology implementation knowledge
Leading efforts in procedural updates, training implementation
Very complex project (3rd largest project in the bank) high visibility
Job Description:
Must be able to work effectively through fast paced and stressful environments under tight deadlines and Executive level scrutiny
Must have strong skills with executive level communication in addition to the standard project management communication ability
Ability to work directly with senior leaders to solve business problems from strategy to delivery
Must have demonstrated ability to work through ambiguity, evaluate available data and form a structured work product that meets program and business partner needs/requirements
Resources must have experience remediating programs/projects, not just managing initiatives
Proven presentation skills and ability to quickly synthesize data
Must be comfortable making decisions without full view of all impacts and the experience to pivot when additional data becomes available
Demonstrated success at short term stakeholder relationship building and management
Must be able to establish governance routines while concurrently executing and managing day-to-day- activities
Experience leading a variety of large, high profile and complex programs including people/process, mergers and acquisitions, technology; Executive level reporting experience
Diverse background in course correcting large programs
7-10 years' experience in Program/Project management is a must have for this position
Having previous background and working knowledge of the Financial Services industry is a large plus
Certifications that are nice to have but are not required include; PMP, Scrum Master Certified, Six Sigma (Greenbelt, Blackbelt)
Looking for entrepreneurial experience/enterprise/multiple LOBs
Soft skills (how well they can articulate/thought process)
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
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