*Immediate Need Project Manager (Direct Sales)  Rate-$50-HR  {Interview

*Position     :       Project Manager (Direct Sales)Location    :       El
Segundo,CADuration    :       12+Months*


*Description: We have a good relationship with the Manager – needs to be a
PM in sales capacity with Call center experience – experience with
Salesforce is a huge plusPrior knowledge of call center
operations/functions, call flows, scripting tools and SFDC are desiredThis
key position will be responsible for developing, executing, and operating
strategic projects supporting DIRECTV's Direct Sales residential business.
The Project Manager will have responsibility for managing improvement and
expansion projects for our Customer Relationship Management (CRM),
Interactive Voice Response (IVR by WEST), Call Routing (Genesys) and
Scripting (Jacada) applications. The position will be accountable for
conducting business process reviews, workflow discussions, systems
analysis, testing, best practice reviews and will be counted on as the
subject matter expert for the projects  and applications being managed. The
project manager is expected to work independently; activities will include
working with cross-functional groups (e.g., Sales Operations, IT, Customer
Service, Marketing, etc.) to identify solutions and enhancements for
program operations, documenting the associated requirements, policies and
system requirements accordingly.Lead project teams in the development and
implementation of projects related to call center applicationsProduction
support for existing call center applications (CRM, IVR, Call routing
etc.)- manage support tickets, enhancement requests and reporting
requirementsCoordinate with internal and external groups such as Marketing,
Sales, Customer Care, Field Services, Legal and Information Technology to
ensure project milestones are metEvaluate business unit decisions to ensure
they are in the best interest of customers and the company, identify
issues, develop alternative solutions and/or escalate as necessaryDevelop
and maintain standard project documentation such as project plans, agendas,
action items lists, business rules/requirements, process flows, test cases,
etc.Analyze workflow bottlenecks and streamline processes through
establishing policies and procedures and system enhancements, as
needed.Perform and coordinate user acceptance testing (UAT) with internal
business partners and external partners, manage issue and resolution for
project related defects and production issuesIn addition to the strategic
and operational responsibilities above, this role 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 Jacada, SFDC and Genesys.*

* Regards,Roy Miller | IT Recruiter ITBrainiac Inc,Princeton Forrestal
Village116  Village Blvd, Suite 200Princeton, NJ 08540Tel # 908-248-
6680Email:  **roy.mil...@itbtalent.com* <roy.mil...@itbtalent.com>
* Website: **www.itbrainiac.com* <http://www.itbrainiac.com/>

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