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Project Manager - Call Center

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The Training Deployment project manager will be responsible for the deployment of call center training initiative to the Cutler Bay sales center, and then weekly travel after.

The project manager will be responsible for the coordination of multiple resources that will be supporting the
deployment for the Cutler Bay Sales Center. The role’s primary responsibilities are:

i. Deployment / coordination of training to all Sales and Sales Support agents in the Cutler Sales
center
ii. Management of training materials and documentation for the deployment team
iii. Coordination and communication for training resources
iv. Support and coordination for:
a. Site Level Management
b. Team Leads
c. Agents
v. Manage deployment status communications to all key stakeholders
vi. Work with Training and Sales Center Operations resources on how to best deploy the
changes to the impacted centers
vii. Support Training resources during deployment
viii. Work with Vendor staffing and labor management coordinators to develop and execute
deployment plans that include existing business plans needs and performance goals
Skills:

The Deployment Manager should have the following experience:
• 3-5 years of call center management or sales operations experience a plus
• Large scale project management experience
• Complex project plan development and management
• Management of risks and issues
• Fundamental customer experience strategies
• Experience with a vendor/partner outsource management model a plus
• Strong communication, planning and execution skills
• Experience working across multiple organizations coordinating stakeholders and understanding
stakeholder needs
• Labor staffing, scheduling and cost management a plus
• Microsoft Office

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