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)
Role: Workday Project Manager
Location: Providence, RI
Hybrid: 2 days remote/3 days onsite. See attached job description. There will not be an option for full remote regardless of credentials/experience.
Duration: 2 years
Project Description
Client is implementing both HCM and Finance ERP modules in Workday. The ERP Project Manager will work with the implementation vendor and State Project Management team to manage the implementation of Workday's HCM and Finance modules. The Project Manager monitors the ERP Program Management Plan, including project objectives and success criteria, deliverables, role/responsibilities/contact information, document control methodology, and risk, cost, schedule, and quality management plans. They work with multiple project managers and business analysts to ensure clear documentation of business, functional, technical, and performance requirements that are understood without ambiguity, and that represent current State and Federal regulations and statutes. Specifically, the Project Manager works with the State Finance team on the implementation of the Finance module of Workday's ERP HCM and Finance modules.
Qualifications
Apply At:
Please send your resume and a cover letter to Susmita Sahu (Susmita at irginc dot net)
;/p>
To contact me click "View Profile" for the contact number.