Call Center Project Manager

February 22

☕ Washington – Remote

Although this job is listed in Washington, this company may be open to hiring remote in other states.

💵 $102.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👷‍♀️ Project Manager

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TDB Communications, Inc.

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TDB Communications, Inc. is a leading provider of multilingual business process outsourcing (BPO), knowledge process outsourcing (KPO), and legal process outsourcing (LPO) solutions. With a focus on the healthcare and legal sectors, TDB delivers a wide range of services including telehealth support, medical call center operations, staffing, and legal document review. Established over two decades ago, they serve both commercial and government clients with a commitment to quality and efficiency, further distinguished by their recognition among America's top service-disabled veteran-owned businesses.

Court Reporting • Records Review • Admin & Clerical • Claims Processing • Depositions

501 - 1000 employees

Founded 1999

⚕️ Healthcare Insurance

☁️ SaaS

📋 Description

• Oversee the daily operations of the Contact Center and acts as a primary point of contact for clients, staff and support teams to deliver high quality services in a timely manner. • Responsible for updating the company's knowledge base system as well as updating policies and procedures. • Ability to adapt to unique project management methodologies and internal guiding principles required to manage multiple fast-paced projects with dynamic/changeable scope and release timeframes. • Excellent interpersonal, written communication, process mapping, and presentation skills. • Adapt and institute project management structures and systems that enforce accountability for project execution but are flexible enough to function within our extremely fast paced environment. • Bring a flexible, positive, and solutions-oriented mindset to everything you do. • This is a fast-paced environment that best suits individuals with the energy and willingness to tackle a variety of needs from our operations. • Develop and maintain rapport and a professional relationship with all clients, staff and support teams to ensure communication channels are open in regards to staff successes/opportunities/performance and project growth. • Immerse yourself in our operations in a fast-paced, growing, learn-it-yourself environment to gain and maintain an expert level of internal operational strategy and processes. • Accountability conversations and documentation. • Authoring and discussing employee's performance appraisals; addressing employee performance and corrective action plans. • Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics. • Able to work in a high paced changing environment and able to effectively manage many lines of business and tasks. • Reporting and escalating issues/concerns to your senior manager or HR in a timely fashion. • Proactively anticipate and develop solutions to possible issues, resolve issues/concerns. • Lead staff orientations and meetings internally in order to provide key information and or development; Meet with client and or support teams via meeting, phone or teams. • Maintain detailed records, agendas, meeting minutes, logs, and operations details. • Create a positive team environment by motivation and recognition. • Maximize employee and site efficiency and profitability. • Managing project KPIs to ensure all requirements are met or exceed. • Provide daily/weekly/monthly reports, presentations and or action plans to senior leadership in a team meeting setting or via email/1 on 1. • Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks. • Must attend and be prepared for daily/weekly/monthly meetings as assigned, on time. • Must be able to work with all lines of business and departments, both internal and external. • Must be able to accept positive, constructive, and critical feedback. • Review and address opportunities with leadership members, senior leadership and or support teams. • Track project resources, issues, risks, and other associated performance indicators, to ensure project success. • Ensuring that performance goals and accountability are clearly communicated and up to date. • Communicate project performance information to the various levels of management, ensuring understanding and support from key stakeholders. • Self-starter and ability to thrive in a fast-paced and constantly changing environment with ease and agility. • Perform other duties as assigned or needed.

🎯 Requirements

• Bachelor’s Degree in Business Management Required • Minimum of 8-10 years of Supervisory/Management Experience Required • Minimum of 8-10 Years of Call Center and Customer Service Experience. • Knowledge or experience using Agile Methodology or Six Sigma in Projects is preferred. • PMP Certification, Six Sigma Black Belt or Green Belt is also preferred. • Experience Managing multiple projects, employees or contracts at a time is required. • Able to travel up to 20-40% per year and being near the state of DC is a plus. • Must be flexible with schedule and be available to work weekends, holidays and or nights. • Proven ability to develop and implement strategies to improve call center operations. • Ability to follow oral and written directions with minimal guidance or supervision. • Proficiency in project management software such as CRM, Cisco Connect/Jabber/Finesse, Salesforce, MS Project, MS Office, Google Suite and Smartsheet as well as MS Office applications for reports, analysis, and presentations is a plus.

🏖️ Benefits

• Medical, Dental, and Vision benefits available • 401(k) available with company match • Paid holidays • PTO