Lukos
Deputy Project Manager
Lukos, Washington, District of Columbia, us, 20022
Experience Required
Experience leading projects or contracts with demonstrated ability to manage a project and to provide guidance and direction for specific projects or sub-tasks.Knowledge and experience working with Rapid Application Development (RAD) Apps; to include CRM tools.Job Objective
The deputy project manager (DPM) supports the overall management of the project team and acts as the primary liaison between CPD leadership and the contracting team in the absence of the PM. He/She is responsible for facilitating the workflow of client deliverables, overseeing workflow, and ensuring the quality of assurance reports and briefings materials. The DPM will be instrumental in high-level, strategic planning, managing high-profile tasks, and ensuring quick turnaround on key assignments. Additionally, the DPM will collaborate closely with the PM to ensure seamless operations and successful project outcomes. Multi-year experience working with ServiceNow and end-to-end CMS experience is essential.ResponsibilitiesSupport the PM in planning, executing, and finalizing projects according to scheduled milestones and within budget.Manage the development and implementation of the agency technologies; monitor and evaluate the performance of technology development teams to ensure the timely delivery of high-quality products.Ensure all project deliverables meet quality standards and comply with regulatory requirements and agency policies.Identify potential risks related to the development and project execution.Maintain comprehensive project documentation, including project plans, status reports, leadership briefings for review by the PM and other stakeholders.Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Knowledge of customer interaction and voice response systems, and voice networks; knowledge of user interfaces; developing and executing user acceptance test plans; planning and managing the implementation of new systems deployments, assessments, and systems recommendations.Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishment.Ensure all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines of business.Education & Certification
Current project management professional (PMP) certification.Bachelor’s degree and eight years of experience; or a master’s degree with six years of experience.Work Location
Remote (Local to the Washington D.C. area as on-site attendance is occasionally required)
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Experience leading projects or contracts with demonstrated ability to manage a project and to provide guidance and direction for specific projects or sub-tasks.Knowledge and experience working with Rapid Application Development (RAD) Apps; to include CRM tools.Job Objective
The deputy project manager (DPM) supports the overall management of the project team and acts as the primary liaison between CPD leadership and the contracting team in the absence of the PM. He/She is responsible for facilitating the workflow of client deliverables, overseeing workflow, and ensuring the quality of assurance reports and briefings materials. The DPM will be instrumental in high-level, strategic planning, managing high-profile tasks, and ensuring quick turnaround on key assignments. Additionally, the DPM will collaborate closely with the PM to ensure seamless operations and successful project outcomes. Multi-year experience working with ServiceNow and end-to-end CMS experience is essential.ResponsibilitiesSupport the PM in planning, executing, and finalizing projects according to scheduled milestones and within budget.Manage the development and implementation of the agency technologies; monitor and evaluate the performance of technology development teams to ensure the timely delivery of high-quality products.Ensure all project deliverables meet quality standards and comply with regulatory requirements and agency policies.Identify potential risks related to the development and project execution.Maintain comprehensive project documentation, including project plans, status reports, leadership briefings for review by the PM and other stakeholders.Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Knowledge of customer interaction and voice response systems, and voice networks; knowledge of user interfaces; developing and executing user acceptance test plans; planning and managing the implementation of new systems deployments, assessments, and systems recommendations.Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishment.Ensure all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines of business.Education & Certification
Current project management professional (PMP) certification.Bachelor’s degree and eight years of experience; or a master’s degree with six years of experience.Work Location
Remote (Local to the Washington D.C. area as on-site attendance is occasionally required)
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