Project development director vs call center manager

Differences between project development director and call center manager duties and responsibilities

Project development director example responsibilities.

• Manage qualitative projects from study design through analysis for consumer package goods, business-to-business, healthcare and pharmaceutical research projects.
• Authore and approve all request for proposal (RFP), engineering test reports and test plans used to provide services.
• Provide oversight and direction on domestic and international projects impacting commercial markets, including conducting competitive assessments base on project results.
• Train the Mid-Atlantic technicians on Oracle/Sun base servers, applications & daily troubleshooting.
• Supervise team of analysts reporting operational and outcomes metrics for a Medicaid care management program.

Call center manager example responsibilities.

• Lead the project to upgrade the WFM system to the current vendor version.
• Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
• Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
• Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
• Accomplish Medicare standards with qualitative and quantitative measures.
• Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.
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