Deputy Project Manager
| Company | ICF |
|---|---|
| Location | Washington, DC, USA, Arlington, VA, USA |
| Salary | $173079 – $294235 |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s |
| Experience Level | Mid Level, Senior |
Requirements
- Ability to obtain a Public Trust Clearance, US Citizenship required.
- Must reside in the United States and work must be performed in the United States.
- Bachelor’s degree and eight years of experience; or a master’s degree with six years of experience.
Responsibilities
- Assist the Project Manager in the planning, execution, and completion of projects, ensuring alignment with scheduled milestones and budget constraints.
- Oversee the development and deployment of agency technologies; monitor performance metrics of technology teams to ensure timely delivery of high-quality solutions.
- Ensure all project deliverables adhere to established quality standards, regulatory guidelines, and agency policies.
- Identify, assess, and communicate potential risks associated with project development and execution.
- Maintain detailed and up-to-date project documentation, including project plans, progress reports, and leadership briefings for review by the Project Manager and key stakeholders.
- Develop and guide call center operational strategies through needs assessments, performance analysis, capacity planning, and cost-benefit evaluations; identify and assess advanced technologies; define user requirements and technical specifications to enhance productivity, service quality, and customer satisfaction; contribute to strategic organizational reviews and planning.
- Possess expertise in customer interaction systems, voice response technologies, and telephony networks; manage user interface development, user acceptance testing, system assessments, and deployment planning.
- Enhance call center efficiency by monitoring system performance, resolving issues, preparing action plans, conducting system audits, and leading continuous improvement and quality assurance initiatives; oversee system upgrades and enhancements.
- Stay current with industry best practices by tracking trends in call center operations, attending professional development events, reviewing relevant publications, and engaging with professional networks and organizations.
- Ensure all Standard Operating Procedures (SOPs) are consistently reviewed and updated as necessary, and that new SOPs are developed for emerging programs or business lines.
Preferred Qualifications
- Experience leading projects or contracts with demonstrated ability to manage a project and to provide guidance and direction for specific projects or sub-tasks.
- Knowledge and experience working with Rapid Application Development (RAD) Apps; to include CRM tools.
- Knowledge and experience working with Service Now.