Customer Information Center Manager manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Manager monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Manager reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Requires a bachelor's degree. Typically reports to a director. The Customer Information Center 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 Customer Information Center 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)
Job Title: Project Manager II - Nuclear Projects
Duration: 12 months
Location: Richland, WA 99354
Description:
Manages projects and programs typically less than $10M including planning, scheduling, and control of activities independently. Leads project teams greater than ten people. Typically assigned complex multidiscipline projects and programs where strong leadership is required. Establishes priorities within projects and maintains a general knowledge of all aspects of the projects within responsibility scope. Directs the activities of project teams; maintains a broad knowledge base of new technologies and industry trends as related to assigned projects; monitors project management processes and recommends changes to improve effectiveness and efficiency; manages project budgets, interacting closely with the finance organization and the project controls group; coordinates with other project and line managers; coaches/mentors other project managers and acts for supervisor/manager when required. Considered proficient in all aspects of project management (including large scale complex multidiscipline projects) with excellent ability to mentor and lead others.
PMP Certification
Active certification required.
Construction Management Certification
Desired but not required.
Principal Accountabilities
· The project manager II manages project activities for refueling outages, forced outages, and on-line work as assigned, providing oversight of the staff involved in planning, leading, controlling, and monitoring to ensure that work is implemented safely, with quality, on schedule, and within budget. This includes all aspects of project implementation including budget, work package preparation, parts procurement, ALARA planning, industrial and nuclear safety, clearance order preparation, work prioritization, resource loading, risk management, and work execution including resolution of schedule delays and conflicts.
· Develops the budgets, including tracking cost versus budget for assigned projects. Assures proper progress and focus through frequent interface with the client, engineers, related parties, and management. Develop and manage contracts and interface with vendors. Develops project schedules commensurate with project complexity and size with the goal of being able to manage risk, accurately track progress, enforce accountability, and manage critical path and float.
· Prepare and deliver written and oral communications to various groups including senior management.
· Develop and maintain long range plan strategies associated with assigned projects.
· Support effective implementation of the Columbia Generating Station Self-Assessment and Corrective Action Program.
· Support the following:
· Outage support including OCC
Required Education and Experience
· Bachelor’s degree in engineering, construction management, project management, business, or related field from accredited college or university and fourteen years of experience in a technical field; OR an AA/AS degree and sixteen years of experience in a technical field; OR a High School Diploma or GED and eighteen years of experience in a technical field. An advanced degree in a related field of study or business may be accepted in lieu of two years of experience. Project Management certification is required.
Desired Education and Experience
· Advanced degree in a related field of study or business
· Bachelor’s or Associates degree in engineering, construction management, project management, business, or related field from accredited college or university
· RO/SRO License or CGS Management Cert
· Construction Management Cert
· Extensive work experience in the role of direct supervisor or project manager in the commercial nuclear industry environment, focused on maintenance, operations, engineering, or construction.
· Nuclear plant operator production coordination experience, work management experience in conducting and coordinating plant production work.
Required abilities and skills
· Error reduction and human performance improvement methods, and cost-effective work execution methodologies.
· Managing complex projects, on-line work management, or refueling and forced outage related activities.
· Advanced project management techniques at Commercial Nuclear Power Plants or similar facility.
Desired abilities and skills
· Supervisory Experience
· Member of industry committee or lead internal audit or assessment
· Project management and budget process software
· Evaluating organizational, personal, technical, and effective maintenance programs, procedures, schedules, and cost performance
· Code and regulatory requirements as they relate to operations, construction, maintenance, engineering, and project work activities
· Procedures and processes related to operations, construction, maintenance, engineering, and project activities
· Skilled in software programs such as passport and MS Office programs
· Diverse Assignment Experience - defined as one in which significantly new job skills or knowledge will be/were acquired and successfully demonstrated. These skills must add value to broaden the individual for career path progression to support business needs of the company. New job skills mean a significant change in tasks performed, not just an amplification of existing skills. Rotation to another Client organization would usually constitute a diverse assignment; rotation within an organization generally would not be considered diverse. However, the possibility of diverse rotation within an organization exists. Conversely, cross organizational assignments in some groups may not qualify as diverse if the skills or knowledge required are essentially the same. Supervisors and individual contributors should plan future job assignments with the criteria of diversity in mind. A minimum of one-year job duration is recommended to qualify as a diverse assignment. This allows for a full round of performance feedback to document that expected skill or knowledge was attained. Experience within Organization or external to the company (including external to the nuclear industry) may be credited as diverse assignments. These experiences will be evaluated by Nuclear Projects leadership and Human Resources on an individual basis. The experience must have produced skill or knowledge in an area comparable to those needed within Organization. Some examples of possible diverse assignments external to Client are: startup experience at a fossil plant, design activities for an AE organization, military experiences, time spent as a craftsperson, within the aerospace or semi-conductor industry, or in a QA/QC position. It is recognized that the relative value of an experience may vary between organizations. This list is not intended to be all inclusive and discretion for consideration will be considered by senior manager responsible for Nuclear Projects and Human Resources.
Job Type: Contract
Pay: $80.00 - $110.00 per hour
Schedule:
Ability to Relocate:
Work Location: In person
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