Call Center Manager

Grow your career as a Call Center Manager with an innovative global bank in Jacksonville, FL. Contract role with strong possibility of extension. Will require working a hybrid schedule 2-3 days onsite per week.

Join one of the world's most renowned global banks and trusted brand with over 200 years of continuously evolving financial services worldwide. You will work alongside some of the smartest minds in the industry who are excited to share their knowledge and to learn from you.

Contract Duration: 12+ Months
Required Skills & Experience

• Bachelor’s/University degree.
• 5 to 8 years of experience in project management.
• Working knowledge of call center Technologies including systems, technologies and system work practices.
• Knowledge of HR policies and procedures.
• Knowledge of Call Center industry.
• Previous customer service management experience within a call center setting.
• Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.

What You Will Be Doing

• Coordinate and disseminate information of process, policy and procedure changes and ensuring the successful completion of projects managed.
• Apply in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
• Ensure creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
• Ensure resources are assigned to project & monitor commitment.
• Ensure change control is executed throughout project.
• Identify, document, and understand project dependencies.
• Identify key stakeholders who participate in project scope definition.
• Track actual project costs, identify variances, and reforecast project costs as needed.
• Measure project management performance against standards.
• Ensure appropriate project staffing levels.
• Establish project communication needs and create project communication plan.
• Create the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.
• Facilitate the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.
• Participate in the delivery of internal communications enabling the business officers to effectively service clients.
• Act as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
• Manage and coordinate the business, company and Regional projects with focus on Development and Change Management.
• Manage, on a daily basis, the investigation of a product, policy and procedure queries raised by team members.
• Liaise with key stakeholders to implement new procedures or clarify any misinterpretation as required.
• Regularly undertake a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
• Provide feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
• Collate communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.
• Draft and communicate any staff briefs, including system changes.
• Monitor & communicate on Service Level Agreements of other departments that affect the service delivery within a project.
• Conduct ongoing research on effective mediums and tools to improve the communications.
• Ability to operate with a limited level of direct supervision.
• Exercise independence of judgement and autonomy.
• Act as SME to senior stakeholders and /or other team members.

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.