Job Requisition:Contact Center IT Project Manager
Job Description:No two career paths will ever look the same. At Leidos, we know the most talented and diverse IT and engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself. We welcome your perspective and ideas, in order to foster collaboration and deliver world-class solutions. We look for solutions that not only transform businesses, but change the world. When you join Leidos, you join a Fortune 500 company and one of Ethisphere Institute’s “World's Most Ethical Companies” Leidos is looking for an experienced IT business analyst/project manager who will support multiple federal agency contact center programs. Position will be located in Indianapolis, Indiana. Job duties will include: • Responsible for meeting with internal program managers and customers to analyze and understand program requirements, customer goals and future needs. • Responsible for managing contact center modernization projects, working in conjunction with other IT and management staff. • Responsible for proactively suggesting and delivering continuous improvements by analyzing existing business operations and identifying technical solutions that will improve efficiency/performance. • Responsible for improving contact center efficiency and customer service. LeadGen LeadGenPM Required Skills: - 10 years of experience working in a contact center environment - 5 - 7 years of experience analyzing business needs, managing IT projects, and implementing contact center solutions - 3 years of business and data analysis using tools such as Microsoft Excel - Strong knowledge of contact center technologies and solutions such as: • PBX • ACD • IVR • CTI • CRM • WFM • Call Recording/Quality Monitoring • Performance Management • eLearning - Ability to professionally interact with external customers to probe for and understand agency mission needs Preferred Skills: - PMP Certification - Experience providing technical management and leadership in contact center environments with 150+ customer service representatives - Strong knowledge/experience with the following contact center technologies and solutions: - Microsoft Dynamics and/or Salesforce CRM - Cloud-hosted contact center platforms - Text/Speech Analytics - Artificial Intelligence/Virtual Assistants Typically requires BS and 4 – 8 years of prior relevant experience or Masters with 2 – 6 years of prior relevant experience.
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:Public Trust
Scheduled Weekly Hours:40
Job Family:Business Systems Analysis2000Civil
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.