US-GA-ATLANTA-PROJECT MANAGER CUSTOMER CARE
Peak Resource Group, Inc.
Job #: 219601
Position: PROJECT MANAGER CUSTOMER CARE SIEBEL
Job Description: A Major Communication Company has an immediate need, in
the marketing voice, data, broadband and video division, for a Manager -
Customer Care.
SUMMARY OF POSITION:
Candidate will be responsible for all activities of rolling out the Siebel
CRM to the field offices. This position is responsible for guiding and
supporting quality launches of applications used by customer contact
employees in call centers/contact centers and those used by customers for
self-service via the internet. This position will be responsible to work
with Subject Matter Experts (SMEs), responsible for specific functions and
operational tasks, in order to develop, modify, and prioritize project
activities. This position also may be utilized to assist in IT project
planning and issue resolution for critical cross-functional operations
issues related to customer care and/or services support.
RESPONSIBILITIES:
· Research, support, and recommend technologies and applications that
will enhance customer care/service support efficiencies and/or
effectiveness.
· Develop project plan that lists tasks, timelines, and
interdependencies associated with the launch of customer care applications.
· Guide/support systems and the Consolidated Contact Center in
launching customer care applications.
· Working with other members of the customer care team to gauge the
impact of new applications on staffing models, skill set requirements, and
existing organization structures.
· Assess readiness of network, processes, equipment, people, and
support systems in advance of launch and make recommendations as needed.
· Facilitate regular and on-going communication of progress, status
and overall system engagement.
· Amend customer care applications project plan(s), incorporating
lessons learned from prior launches and operational experiences, as needed.
City Location: Atlanta
State Location: GA
Type: Contract to Permanent
To register as a candidate, please send your Resume immediately by one of
the following methods:
INTERNET: Go to our website at www.Peak-Resource.com and fill out our
Candidate Registration Form. If you have a current resume in electronic form
(Microsoft Word, Word Perfect, etc.) please cut and paste the text of your
resume in the Resume Box.
E-MAIL: Please E-Mail your resume to: Recr...@Peak-Resource.com. You can
insert the text of your resume into the body of the message or attach your
resume as a file (Microsoft Word, Word Perfect, Text, etc.).
FAX: Please Fax your resume to 770-879-5001. The Fax facility is available
24 hours a day 7 days a week. We use an Optical Character Recognition
process to scan and digitize your resume. Please send a clean, clear copy.
Black ink on plain white paper prepared with a size 12 Arial font works
best.
Peak Resource Group, Inc.
Recr...@Peak-Resource.com
Phone: 770-879-5000 Ext. 402
Fax: 770-879-5001