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Project Manager – Direct Sales Business

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Our clients Direct Sales Operations Team is seeking a Project Manager contractor to join us in our El Segundo, California location.

This key position will be responsible for developing, executing and managing small to medium sized projects supporting our client's Direct Sales residential business. This business Project Manager will have responsibility for supporting all aspects of the Direct Sales (new residential customers) business. This includes serving as the business owner for all applications the Direct Sales call center agents utilize to make a sale as well as the IVR and Call Routing software. This role is 50% project management and 50% operations – meaning that this PM will serve in an operations role to ensure the call center agents have what they need to do their job, including systems, training, communications, etc… This PM will work on production issues that are raised by the call center agents as well as our sales center management (one of our customers/stakeholders). There will be a heavy component of creating documentation for processes as well as coming up with new and better processes to operate the business. This includes

In addition to the strategic and operational responsibilities above, this leader will be responsible for managing the creation of policies and procedures to maintain the systems as well as manage changes to key systems such as West, (IVR) Jacada (Front-End to Agent Ordering Tool), SFDC (Agent Ordering Tool) and Genesys. Prior knowledge of call center operations/functions, call flows, scripting tools and SFDC are desired, but not required. The Project Manager will also be responsible for a creating status reports, drafting executive communication on high priority production issues and highly visible projects.

Responsibilities:
• Responsible for managing and improving the systems responsible for handling of 8M sales calls and 2M orders every year
• Vendor management – serve as the POC for 3rd party system providers
• Launch key initiatives by leading project teams consisting of internal and external resources, coordinating with third party partners (data aggregators, call centers, et al), and working with internal functional departments (Marketing, Sales, Customer Service, Home Services, Legal, IT)
• Manage and prioritize the roadmap to improve the Direct Sales business including integrating new systems and processes, launching new call centers, enhancing system functionality and implementing offer changes, etc…
• Enhance the business by analyzing and communicating program results, recommend changes to achieve higher sales rates and reduce customer churn
• Evaluate business decisions to ensure they are in the best interest of customers and company goals
• Identify issues, provide solutions and report to Senior Management as needed
• Create and maintain project documentation i.e. project plans, agendas, action item lists and business rules/requirements
• Conduct best practices reviews to identify areas for improvement
• Prepare business requirements documents for projects and production issues and process documentation for training
• Manage the user acceptance testing for projects and participate in UAT efforts for the Direct Sales business by creating test cases and managing the UAT process
• Liaise extensively with internal and external technical teams to ensure roll-out and enhancement activities are carried out as planned with minimal interruption to the business
• Serve as subject matter expert on all aspects of Direct Sales operations, assess changes from business leaders and provide the appropriate recommendations
Qualifications:
• Bachelor's Degree and 5-10 years relevant experience (small and large-scale, multi-disciplinary Project Management, Business Analysis, Sales Operations, etc.)
• Prior project experience related to CRM, Salesforce.com, Genesys and projects impacting call center KPI’s is a nice to have
• Demonstrated ability to analyze complex issues and design appropriate solutions
• Leadership qualities, including meeting facilitation, time management and organizational skills
• Ability to synthesize information and develop creative solutions to meet business objectives
• Strong problem solving and analytical skills, including a qualitative and quantitative skill set
• Demonstrated success in leading teams, working effectively with business and technical managers and developing teams of direct reports
• Ability to manage heavy work load, accommodate change and adapt accordingly
• Excellent communication skills, including ability to tailor communication to the appropriate audience
• Proficiency in standard MS Office applications
• Proficient with CRM applications and experience with complex enterprise architectures
• Familiarity and experience with SDLC methodologies
• 15% travel required

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