Short Description:
Program Manager 8+ Years of experience
Complete Description:
In support of this effort, the procurement includes a Contact (Call) Center Program Manager resource, operating within the governance of the DHCF project management office (PMO). This individual will build, establish, and manage the start-up operations for the DC HBX Contact Center. The Program Manager will ensure that the DC HBX Contact Center is fully functional by the go-live date of October 1, 2013. This individual will assist with vendor selection, establish the organizational structure, business processes, and operational strategies for the Contact Center in coordination with internal and external stakeholders, and confirm the physical and technical design for the Center. This individual will also manage all District functions and external vendors. The principal external vendor will provide staff and customer service scripting and business process expertise for the Center. The District of Columbia government Office of the Chief Technology Officer (OCTO) will provide technical infrastructure services for the Center. This individual will also participate with the Contact Center functional and technical staff to assist with gathering and/or confirming requirements that will be used to build an effective call center environment. The successful candidate for this position will have a proven background in project management, call center operations and management, and functional and technical requirements confirmation for complex call center operations.
Primary Duties and Responsibilities:
• Lead Contact Center Implementation – Develop the physical, technical, and business process design for the Contact Center. Lead the implementation of a high-quality state-of-the-art contact center. Provide management and oversight of early call center operations.
• Manage Contact Center Vendor Activities – Support the procurement of a vendor to provide call center personnel, business processes, and business process scripts for the DC Health Benefit Exchange. Upon procurement, ensure that the vendor meets service level agreements and has all they need to succeed. Define assignment of vendor and government staff for review of each vendor deliverable; monitor progress.
• Deliver Functional Specifications – Develop precise specifications including functional hierarchy, operational workflows, call flows, business rules, interface design and definitions.
• Create Technical Documentation – Work with technical team to create, edit, and maintain technical documents, including requirements documents, training materials and other formal deliverables.
• Manage Project Scope – Ensure conformance of deliverables acceptance criteria, prioritize stakeholder requirements, and execute tasking within project scope boundaries. Collaborate with the Contact Center vendor and OCTO as business and technical work packages are defined, designed, developed, tested, and implemented.
• Execute Industry Standard Processes – Implement and advocate Project Management Institute-established best practices of Integration, Scope, Time, Quality, Communication, Risk and Procurement Management.
• Ensure Project Delivery - Manage integration, interdependencies, and alignment of project activities and/or work streams that may cross the boundaries of various functional and technical domains.
• Resolve Issues - Effectively identify issues and lead the discussion and the construction of subsequent action plans for issue resolution. Communicate the progress of issue resolution to the PMO, vendor, and all affected stakeholders.
• Manage Stakeholder Relationships – Identify and establish partnerships with District agencies and external stakeholders to build support, solidify sponsorship, facilitate communication, and ensure alignment for the successful implementation of the Contact Center.
Behavior Characteristics:
Candidate must have strong verbal and written communication skills.
Self starter with initiative and the ability to meet deadlines.
Skills:
Skill Required / Desired Amount of Experience Expertise Rating
Knowledge of contact (call) center operations and processes
Required 15 Years 3 - Expert
Strong knowledge of call center technologies and platforms such as ACD, IVR, workforce management
Required 5 Years 3 - Expert
Experience with monitoring key call center performance metrics (abandonment rate, hold times)
Required 3 Years 3 - Expert
Project management/project lead experience managing several moderate-sized teams across call center design through implementation
Required 5 Years 3 - Expert
Experience in information engineering, including creation of requirements documents, business process diagrams, work flow diagrams, call flow diagra
Required 4 Years 3 - Expert
Experience with mapping of business processes and process improvements
Required 4 Years 3 - Expert
Proven background of documenting functional and technical specifications for complex call center operations
Required 4 Years 3 - Expert
Highly developed oral and written communications skills
Required 5 Years 3 - Expert
Microsoft Excel, Word, PowerPoint and Project experience
Required 5 Years 3 - Expert
Health care insurance background
Highly desired 2 Years
Basic telecommunications infrastructure knowledge
Required 5 Years 3 - Expert
Associate Degree
Required