Project Manager (Certified)
Description
About the Role:
The Certified Project Manager provides strategic and operational leadership for high-volume federal contact center programs, overseeing day-to-day program execution, task order performance, staffing, operations, customer experience, technology, and budget management. The Certified Project Manager serves as the primary point of contact for Government stakeholders regarding task order implementation and is responsible for ensuring that program objectives, contractual requirements, performance standards, and customer experience goals are consistently achieved.
Essential Duties and Responsibilities:
- Serve as the primary Contractor point of contact for the Government regarding task order implementation, operational performance, and program execution.
- Lead the day-to-day management and execution of federal contact center task orders in accordance with contractual requirements, program objectives, and Government direction.
- Develop, implement, and monitor program plans, schedules, deliverables, milestones, and performance objectives.
- Ensure staffing, operational resources, technology, training, and support functions are aligned with task order requirements.
- Manage competing priorities and coordinate resources to meet program commitments and customer service objectives.
- Monitor program risks, dependencies, issues, and potential blockers and develop proactive mitigation strategies.
- Ensure timely identification, communication, and resolution of issues that may affect cost, schedule, quality, staffing, performance, or customer experience.
- Maintain effective communication with Government stakeholders and provide timely status updates, briefings, reports, and recommendations.
- Manage changes to program priorities and requirements while maintaining operational continuity and contractual compliance.
Contact Center Operations
- Provide leadership and strategic oversight for high-volume contact center operations.
- Monitor key contact center performance measures, service levels, productivity, quality, customer satisfaction, first-contact resolution, response times, and other established performance indicators.
- Oversee operational functions including workforce management, quality assurance, knowledge management, customer relationship management, CSR training, and standard operating procedures.
- Ensure consistent service delivery across voice and digital customer engagement channels.
- Evaluate operational trends and identify opportunities to improve efficiency, customer experience, employee performance, and service quality.
- Collaborate with operational leaders to establish performance objectives, address performance gaps, and implement corrective actions.
- Ensure operational processes and procedures remain aligned with customer needs, program requirements, and evolving Government priorities.
- Provide strategic oversight of contact center technology and its integration into program operations.
- Demonstrate expertise with technologies including intelligent IVR, chatbots, live chat, VOIP telephony, Automatic Call Distribution (ACD), CRM platforms, and associated contact center tools.
- Monitor and analyze contact volume, operational performance, customer experience, workforce, quality, and other program data.
- Identify trends, performance gaps, emerging risks, and opportunities for improvement.
- Translate complex operational data into concise, actionable recommendations for Government leadership.
- Develop performance reports, dashboards, executive briefings, and other data-driven materials.
- Establish appropriate performance measures and use quantitative and qualitative information to assess program effectiveness.
- Present recommendations and improvement strategies to senior Government officials and other stakeholders.
- Track the effectiveness of implemented improvements and adjust strategies based on measurable results.
Leadership and Stakeholder Management
- Build productive relationships with Government executives, program stakeholders, Contractor leadership, frontline personnel, and cross-functional teams.
- Influence stakeholders toward common program objectives through relationship building, active listening, collaboration, and effective communication.
- Translate Government priorities and strategic objectives into clear operational direction.
- Lead cross-functional teams through organizational, operational, and technological changes.
- Foster an environment of accountability, collaboration, innovation, and continuous improvement.
- Mobilize staff and stakeholders to adopt new technologies, processes, and program priorities.
- Resolve conflicts and competing priorities through constructive communication and data-informed decision-making.
Communications and Executive Reporting
- Develop concise, visually compelling, and executive-level presentations, briefing materials, reports, and written communications.
- Communicate complex operational, technical, financial, and performance information in a clear and understandable manner.
- Deliver presentations to diverse audiences, ranging from frontline Customer Service Representatives to senior Government executives.
- Tailor communication strategies to technical, operational, executive, and frontline audiences.
- Maintain clear, professional, and consistent communication with Government stakeholders throughout task order execution.
- Perform other duties as assigned.
Qualifications & Skills:
- Bachelor's degree in business, communications, project management, or a related field; equivalent relevant experience may be considered.
- Current Project Management certification or equivalent recognized project management credential.
- 6–8 years of program or project management experience, preferably leading high-volume contact center programs.
- Demonstrated experience managing federal Government programs, task orders, or comparable large-scale service operations.
- Demonstrated expertise in contact center performance management and customer experience.
- Experience managing or overseeing workforce management, quality assurance, knowledge management, CRM, data analytics, omnichannel operations, SOPs, and CSR training.
- Demonstrated knowledge of contact center technologies, including intelligent IVR, chatbot, live chat, VOIP, ACD, CRM, and related tools.
- Experience managing staffing, operations, resources, and budgets within a contractual environment.
- Experience presenting program performance, findings, and recommendations to senior Government officials or executive-level stakeholders.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.
Pearl Interactive Network, LLC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.
This job description is intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.