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Owings Mills, Maryland, United States of America
JOB #R1901016

Contact Center Project Manager

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

Project Manager 

Location:  Owings Mills, MD

Who we’re looking for:ICF’s Consolidated Business Operations & Support Services group is looking for a dynamic Project Manager with a consulting background who has a keen ability to improve overall project operations.  The Project Manager will act as a key liaison between client representatives and our internal teams.


The Project Manager role requires 6 years of project or account management experience, in a customer service contact center operations environment, adhering to client scopes of work, promoting continuous improvement, contributing to staff development, as well as overall financial tracking. The ideal Project Manager is proactive, detail-oriented, solution driven and is able to multi-task and stay calm under pressure. You will need strong interpersonal and communication skills, and the ability to communicate effectively with all stakeholders.
Qualifications

What you’ll need to succeed:

  • Candidate must have 6 years Project/Program Management experience in a contact center environment
  • Bachelor’s degree or at least 6 years of relative experience
  • Ability to resolve issues; manage resources; interface with client representatives regarding contract objectives; oversight of day-to-day operations; maintaining quality assurance; training; mentoring and coaching.
  • Ability to identify and implement continuous process improvement
  • Experience working with public assistance, social services, child support or community service programs preferred.
  • Excellent analytical and proven problem-solving skills
  • Competent understanding of project management methodology including the ability to manage risk, develop detailed work plans and specifications, and run team meetings
  • Excellent verbal and written communication skills
  • Excellent organizational and time management skills
  • Proven team-building skills; experience facilitating teams and clients
  • Ability to solve problems with keen instincts and organizational experience
  • Strong MS Office skills
  • Must have a focus on detail and driving results
  • PMP certification is preferred
  • Willing to travel 5% of the time

ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce. 

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

Pay Transparency Statement: For more information, please click here: https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. ICF—together for tomorrow.

About ICF

ICF (NASDAQ:ICFI) is a global consulting and technology services provider with more than 5,000 professionals focused on making big things possible for our clients. We are business analysts, policy specialists, technologists, researchers, digital strategists, social scientists and creatives. Since 1969, government and commercial clients have worked with ICF to overcome their toughest challenges on issues that matter profoundly to their success. Come engage with us at icf.com.

Owings Mills, MD (MD22)

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants
LEARN MORE ABOUT ICF

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