Epitec Hiring for IVR Project Manager Job at Ridgefield Park, Bergen, NJ Full Time

Epitec

POSITION:

Project Manager

JOB TYPE:

Full-time, On-going Contract

LOCATION:

Ridgefield Park, NJ

JOB SUMMARY FOR PROJECT MANAGER:

• Sr. Manager of IVR Customer Experience Operations
• You will own the innovation and roadmap of Interactive Voice Response (IVR) systems, and Voice Response Systems (VRU) working with internal and external vendor(s). The individual in this role will be a Customer Experience leader and change agent. He or she will plan and lead Customer Experience Initiatives, supervise data analysis, drive internal and external communications, and manage the systems to increase the overall impact of Customer Experience programs. The ideal candidate is passionate about measuring, understanding, and transforming customer experience.
• Providing thought leadership by recommending and crafting customer experience and technology solutions. You will be at the forefront of designing personalized IVR experience, cross channel experience transformation, self-serve enhancements, and owning multiple projects and programs. As we evolve our digital technologies, you will drive innovative technology projects such as AI, Conversational IVR, SMS and Visual digital offers to improve the customer experience and journey in IVR. You will also collaborate cross-functionally with internal and external teams to drive cross channel customer experience strategy between IVR and other digital channels.

RESPONSIBILITIES FOR PROJECT MANAGER:

• Team Leadership
• Inspire, motivate, develop and coach the teams to deliver on strategic and tactical initiatives.
• Articulate broader organizational strategy, and synthesize goals and objectives while helping the team deliver results.
• Align your team and paint a broad picture of roles and responsibilities in support of Client’s customers and Customer Care Operations.
• Measure the effectiveness of the team, provide feedback, reinforce positive behaviors and develop a career progression plan for your team.
• Operational Excellence
• Drive the implementation of IVR customer experience design, strategy and cross channel innovation
• Measure overall customer engagement effectiveness of all technologies within your scope.
• Communicate results, trends, as well as corrective actions to senior management in a clear and concise manner.
• Research, benchmark, and recommend emergent technology solutions.
• Lead continuous improvement initiatives, including root cause analysis, and proactively identify risks and provide corrective actions.
• Sponsor and own various projects and programs as well as coordination with IT, and other functional business units to complete IVR and routing enhancements.
• Provide technology thought leadership to foster digital initiatives across all business units and work with service center senior leadership to address outages or issues related to IVR, Call Routing and Workforce Technologies.
• Lead external and internal IT teams to Identify opportunities to support the wider care organization strategic and tactical initiates as it relates to Omni-channel transformation.
• Lead to conduct deep dive IVR data analysis, and identify areas of opportunities to drive system enhancements and quality controls across multiple lines of customer care groups.
• Lead identification of IVR and cross channel integration roadmaps working with internal digital team and sponsor those projects and initiatives.
• Continuously conduct deep dive data analysis to identify areas of opportunity within the IVR to improve self-service completion rates, deflection rates and enhance customer experience.
• Business Intelligence
• Drive business intelligence by championing a data-driven approach to collections strategies and operational activities, connecting the dots and providing business insights to senior leadership.
• Lead internal and external teams to analyze system performance and operational metrics, and provide refined recommendations and solutions to drive operational efficiency and improved business outcomes.
• Simplify complex technical information to a broader none technical work group and provide insights to senior leadership.
• Conduct benefits analysis and document the realization of projects and effects of systems enhancements and process changes.
• Keep abreast of key industry trends, research and recommend best practices, KPIs and benchmarks

REQUIRED EXPERIENCE FOR PROJECT MANAGER:

• Bachelor’s degree or four or more years of work experience.
• 5+ or more years of relevant work experience.
• 5+ or more years in a leadership role in Technology, Service, and Operations.
• Resource management experience.
• Ability to establish strategy and drive execution with tangible results.
• Strong quantitative and qualitative analytical skills with ability to distill data sets into meaningful insights and takeaways
• Excellent multi-task, project management and communication skills
• Demonstrated ability to drive change management and work successfully in a highly cross-functional, matrix organization
• Ability to adopt changes and work effectively in fast pace working environment and under pressure

SKILLS AND QUALIFICATIONS FOR PROJECT MANAGER:

• Experience with Speech IVR, Call Routing ACD, Call Manager, ICM, Verint, Omnichannel
• PMP, Agile, Scrum certifications.
• Analytics and reporting experience.
• Demonstrated strong organizational and strategic decision-making skills.
• Program management experience and solid communications skills to apply Agile, PMI PMP methodologies and Lean Six Sigma to drive the success of multiple projects and operational activities to achieve strategic objectives.
• Understanding of business analysis as it relates to requirements planning, benefits management and documentation of project realization related to system, technology and process project outcomes.
• This position is not telecom engineering or programming

Why should you choose Epitec?

We started Epitec with a single focus, “Placing People First.” Knowing every good endeavor begins with listening and understanding, we’ve set about challenging every part of the employment process. Bringing the proper connections together for the perfect fit.

How is Epitec different?

Epitec gets to know our prospective employees, using these insights to locate the perfect placement for you. We are there, every step of the way. Providing a best-in-class compensation package combined with the opportunity to grow financially and personally through your work.

What is the result?

Epitec represents the world’s top companies and works to fill their open jobs with the world’s best talent. That’s led to Epitec servicing an impressive list of Fortune 100 companies. We’ve also won many awards, including one of Crain’s Detroit Business “Cool Places to Work,” and 101 Best & Brightest – local, national and elite winner. And that’s just the beginning, as we work to innovate the way the world thinks about employment.

Job Types: Full-time, Contract

Pay: $64.00 – $77.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Ridgefield Park, NJ: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor’s (Preferred)

Experience:

• IVR: 1 year (Preferred)
• IT project management: 5 years (Preferred)

License/Certification:

• PMP (Preferred)

Work Location: One location