Zimmerman Associates, Inc. is currently seeking to hire a Call Center Project Manager for an opportunity located in the Bethesda, Maryland area. This position will be responsible for planning, organizing, and supporting Team Leads with supervising personnel and contract administration functions; developing efficient strategies and tactics, and assisting in the coordination of the various components which contribute to satisfactorily meeting all contractual obligations of its government contract work.

This is not remote opportunity.

Job Responsibilities:

• Oversee the day-to-day operations of the Call Center (Monday through Friday), ensuring that all aspects of the contract requirements are met.

• Work with COR to coordinate all on-boarding and off-boarding activities of project team members.

• Mentor, coach, motivate and prepare Team Leads and Appointing Agents to provide excellent service to government customer.

• Performance management to include adherence to project policies and procedures and call center performance standards/metrics. Taking corrective action as needed.

• Ensure that staffing goals are met and that team members provide reliable, efficient support and services for customers.

• Coordinate project activities with project staff and government client(s).

• Prepare Call Center reports, regularly review and analyze data and provide feedback to team members to improve processes, maximize efficiency and the satisfactory delivery of services to our customer.

• Establish effective communications with project staff, government customer and other stakeholders to identify and resolve problems and proactively recommend new solutions to maintain operational efficiencies in the call center.

Position Requirements:

• Bachelor's degree or higher with a 3+ years of project management experience.

• U. S. citizenship

• 3+ years of experience working in a Call Center environment.

• Exceptional attention to detail.

• Strong coaching, leadership skills, time management, facilitation, and organizational skills.

• Ability to motivate employees.

• Excellent interpersonal, customer service, problem-solving, verbal, and written communication skills, and conflict resolution skills.

• Competency in Microsoft applications, including Word, Excel, and Outlook.

As a federal contractor, we will require all newly hired employees to provide proof of vaccination status before their official report-to-work date.

ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity) , national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veterans status or any other legally protected status.