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

Position     :       Project Manager (Direct Sales)
Location    :       El Segundo,CA
Duration    :       12+Months


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
Prior knowledge of call center operations/functions, call flows, scripting
tools and SFDC are desired
This key position will be responsible for developing, executing, and
operating strategic projects supporting DIRECTV's Direct Sales residential
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 applications
Production support for existing call center applications (CRM, IVR, Call
routing etc.)- manage support tickets, enhancement requests and reporting
Coordinate with internal and external groups such as Marketing, Sales,
Customer Care, Field Services, Legal and Information Technology to ensure
project milestones are met
Evaluate 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 necessary
Develop 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 issues
In 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.

Roy Miller | IT Recruiter
ITBrainiac Inc,
Princeton Forrestal  Village116  Village Blvd, Suite 200
Princeton, NJ 08540
Tel # 908-248-  6680
Email:  roy.mil...@itbtalent.com

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