Sr. PM-Call Center Operations in Deerfield, IL at APEX Systems

Date Posted: 4/13/2018

Job Snapshot

Job Description

Job #:  833199

Sr. Project Manager

Call Center/Operations


Deerfield IL


  • They will manage the full project life cycle of  2-3 projects
  • Experience with call centers and call center technology is a big plus -or implementing technology tools/programs or IT infrastructure projects/programs. 
    • Understands what ACDs, IVRs, CRM and workforce management tools are and how they are used.  Need to know Avaya is an ACD and what an ACD is.
    • Preferred - 3 – 5 years of experience in Contact Center Operations and / or Contact Center Technologies
  • Business acumen and strong communication skills


Project work typically has a substantial impact on the corporation / division. Responsible for project planning, project tracking, scope management, change control management, risk management, and quality assurance of the development project team. Develop complex program Work Breakdown Structure (WBS). Establishes organization-wide project management strategies. Ensures projects are completed according to time and budget schedules, and that objectives conform to division’s overall standards and operations objectives and user requirements. Conducts complex program and project management assessments. Exhibits strong leadership skills and leads project teams. Manages the integration of project management within an organization resulting in culture change. Develops project management training classes and programs. Identifies new business opportunities. Acquires Walgreen product and business process knowledge from domain experts and use the information in every aspect of leading analysis, design and implementation efforts. Specifies requirements, scope level of effort, assess team member strengths and give work assignments with delivery dates in mind. Resolves project conflicts with affected management.



Proficient written and oral communication skills. Identifies and recommends project management tools. Identifies risk, provides analysis and contingency planning. Creates detailed plans for consulting projects. Writes design documents and specifications. Technical mentoring and leadership skills. Facilitates requirements definition sessions. Leadership. Problem resolution.


Education and Experience:

Bachelor’s degree and 5-7 years of experience in project management and 3-5 years of Program Management. PMI Project Management Professional (PMP) certification preferred. Minimum of 4 years experience with Project Management Systems/Applications. Minimum of 3 years experience in information technology if required in scope of the project.