Applied Technology Services

Compensation

Full Description

This posting is for a pending award. ATS is seeking a Project Manager to support the operational capacity of its Individual Call Center (ICC), a unit within the Taxpayer Services Division (TSD). The Project Manager will assist to: Develop all materials specifically related to the CSRs’ day-to-day operational roles and responsibilities. Training materials shall include job aids and tests. Maintain training records and make them available via online access for State review for the full life of the Contract. Ensure that all staff are trained: in the relevant federal, State, and local laws, policies, and procedures; in the operations and use of CSC and telephone equipment; on job related duties and functions; and soft skills and business etiquette. Accommodate site visits by designated Comptroller of Maryland Contract monitor or designee to the CSC facility to observe training and request feedback from Contractor staff. Qualifications: A. Education Requirements: Required: A bachelor’s degree from an accredited college or university with a minimum of five (5) years’ experience in customer service call center operations. Substitution of experience for education may be permitted at the discretion of the Contract Monitor. B. Experience Requirements: Required: Three (3) years of project management experience. Preferred: Experience within a call center or financial/tax services environment. Required: Experience with call center software, CRM systems (e.g., Salesforce), tax preparation software, and Microsoft Office Suite. Preferred: Advanced proficiency in Microsoft Excel. Required: Experience in leading or managing teams Required: Three (3) years of Accounting experience or explaining financial information to individuals. C. Responsibilities Include: Overall oversight of day-to-day project operations. Ensuring that Contract objectives are met. Providing input and recommendations regarding the Call Center activities. Maintaining quality assurance and CCR responsiveness. Leading and guiding cross-functional teams. Collaborating with internal and external stakeholders. Full-Time Employee Benefits: Competitive compensation Health benefits including Medical, Dental and Vision Vacation and Personal Days 401K Employee Assistance Plan Continuous education and learning opportunities.