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Agile Program Manager
Ref No.: 17-18852
Location: Tucson, Arizona
Immediate need for a Agile Program Manager with experience in the IT Industry. This is a 12 month’s contract opportunity with long-term potential located in Tucson,AZ. Please review the job description below:
 
Job ID: 17 - 18852
 
Key Responsibilities:
  • Demonstrated experience driving the activities of project teams to deliver high quality results while continually improving effectiveness.
  • Solid communicator across boundaries with peers and other project team members.
  • Ability to work with managers to set the right priorities and use these priorities to manage their time.
  • Able to work effectively both independently and within and across teams.
  • Demonstrated ability to identify, frame, and drive to closure changes within their scope of responsibility.
  • Comfortable moving quickly to get the right people involved to remove obstacles when encountered.
  •  Understanding of Customer Care processes.
  • Quick learner in complex environments.
  • Ability to work across teams
  • Self-starter that can work independently.
  • Drive cross-functional execution of programs, from requirements to delivery and ensure that programs deliver desired business outcomes and delightful agent experience, on time, and with high quality.
  • Create, optimize, and drive structured schedules and Agile project plans across projects and cross-functional teams. Set and meet deadlines with quality deliverables, effectively adapting and modifying plans utilizing key metrics and leading indicators.
  • Anticipate, identify, document, and manage key program risks, proposing appropriate mitigation and contingency plans. Identify cross-functional dependencies and tracks and report on their progress.
  • Frame communication and discussions for the intended audience, with appropriate context and line of sight, considering a complex stakeholder landscape.
  • Coordinate change impact assessments essential for delightful and non-disruptive adoption of new tools and processes for our agents.
  • Champion the agent experience across our end-to-end system.
  • Ability to drive change in a matrix organization, with proven experience driving results through influence to achieve cross-functional team alignment.
  • Demonstrated success in technical implementations of agent tools and technologies.
  • Experience with Call Center technologies and implementation of Salesforce.com is highly desired.  This includes backlog and release management as a core function, and communication and coordination with change manager(s) and Business Systems Analysts.
  • Excellent communication skills and proven ability in managing numerous stakeholders.
  • Demonstrated proficiency in process development, implementation and improvement across multiple functions and teams.
  • Proven ability in driving Agile strategies across organizational boundaries.
  • Experience driven.Thinks end user experience as opposed to delivering tools and functionalities, with a relentless focus on delighting customers & agents with strong bias for action and delivering results.
  • Data drive.Uses Agile methodologies, metrics, and analysis to assess and improve experiences.
  • Drives results through innovation…Test hypotheses through experimentation & continuous improvement.
  • Recognizes and works through resistance or setbacks with minimal coaching.
  • Bachelor's degree required, MBA or equivalent preferred.
     
 
Key Requirements and Technology Experience:
  • MS Office Suite, Visio, Project.
  • CRM technologies (SFDC, Siebel, etc.).
  • Contact center technologies (ININ, Avaya, etc.).
Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions. Qualified candidates should apply online for immediate consideration.