National project manager vs contact center manager

Differences between national project manager and contact center manager duties and responsibilities

National project manager example responsibilities.

• Lead RFP process for new training vendor and secure contract.
• Manage correspondence including editing documents, memos, spreadsheets, PowerPoint presentations, and general communications.
• Provide work oversight of the program support staff and technical monitors.
• Review PMO reports recommending enhancements to processes, methodology, reports and mentoring.
• Create documentation to capture the standards and procedures of a large QA team.
• Appoint as departmental PMO SharePoint administrator.
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Contact center manager example responsibilities.

• Maintain budget while achieving improve KPIs in phone, email and chat.
• Manage a blend department utilizing comprehensive email, ACD, web and chat platforms.
• Manage toll free routing network, Avaya administration, metrics, and facility relocations.
• Lead cross-functional project team that streamline and refocuse scorable QA criteria on critical call components impacting student transfers.
• Implement organizational infrastructure, including shift leaders, supervisors/escalation leads, a training specialist, and an employee engagement coordinator.
• Implement employee development programs including QA, and ongoing training.
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