GTI Project Manager

Deliver customer's solutions by planning, organizing, leading, controlling, and closing out projects within the project constraints of cost, quality, scope and schedule. Positive, hands-on team-oriented leadership style, engaged through all phases of the project including initiation, planning, design, deployment, transition, and closure. Lead project team to overcome obstacles, Develop detailed project plans utilizing the scope of work.Manage the entire implementation.… Show more Deliver customer's solutions by planning, organizing, leading, controlling, and closing out projects within the project constraints of cost, quality, scope and schedule. Positive, hands-on team-oriented leadership style, engaged through all phases of the project including initiation, planning, design, deployment, transition, and closure. Lead project team to overcome obstacles, Develop detailed project plans utilizing the scope of work.Manage the entire implementation. Facilitate and establish regular Project Review Meetings with the customer, internal, and vendor/partner resources. Serve as customer's single point of contact, accountable for all project related issues and concerns. Successfully lead, develop and communicate a common strategic direction; organize, analyze, and motivate the implementation team to help them meet their objectives and provide high-quality service. Interface with customer service and sales project objects are met. Document risks and develops risk mitigation strategies. Ensure projects are completed on time and within budget. Responsible fiscal accountability through revenue / margin forecasting Show less

The SDM, is part of the account management team reporting directly to the Account Global Delivery Project Executive. As well being the first point of escalation for all the teams on the midrange tower. We are engaged on every disruption resulting in any sort of impact for our clients applications, and working with a Global Systems Availability Coordinator we are responsible for driving the remediation as quickly as possible overseeing and evaluating all IBM midrange resources on the… Show more The SDM, is part of the account management team reporting directly to the Account Global Delivery Project Executive. As well being the first point of escalation for all the teams on the midrange tower. We are engaged on every disruption resulting in any sort of impact for our clients applications, and working with a Global Systems Availability Coordinator we are responsible for driving the remediation as quickly as possible overseeing and evaluating all IBM midrange resources on the call in order to maintain some of the most demanding SLAs.Some of the teams we are responsible for during any service disruption or improvement areas are:Brasil: DB2, ORACLE, SYBASE, SQL, SAN, BACKUP AND RESTORE, MQ, MIDDLEWAREArgentina: Intel Server Support (Steady State and Projects), Unix Server Support ( Steady State and Projects), Citrix, VMWARE, Logical Access, IAT,India: Unix and Intel Server Support for changes,on both environments and Certificates Administration just to mention a couple)Provide DPM with single point of contact and be the advocate between Service Delivery and the DPM/PE/Customer.Assure positive customer satisfaction and customer relationship.Manage delivering to contract performance standards and client measurements.Drive/Manage service quality and improvement of service delivery processes. Manage and coordinate problem and change across the delivery organization.Deliver on service commitments.As directed by the DPM, drive/manage subcontractors/third party providers.Participate in account plan/strategy. Understand customer requirements and business opportunity/requirement identification, guidance, support and closure.Provide technical support and participate in the Change Control Board and/or change control process.Provide account leadership/direction and technical support.Participate in the response to RFS's on behalf of the delivery organization. Show less

PRIMARY DUTIES & RESPONSIBILITIESCreate schedules and optimized staffing strategies (arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements, off-line activities, etc.) that support a multi-site, multi-channel, and multi-skilled contact center environment.Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.Provide analysis on correlation accuracy… Show more PRIMARY DUTIES & RESPONSIBILITIESCreate schedules and optimized staffing strategies (arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements, off-line activities, etc.) that support a multi-site, multi-channel, and multi-skilled contact center environment.Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.Provide analysis on correlation accuracy between staffing model requirements and actual schedules to meet service level objectives.Review and approve PTO (personal time off) requests to meet business objectives and employee requirements.Provide real-time monitoring via tools (eWFM Real-Time Adherence, Avaya CMS, Talisma, Kana, etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordination with Operations teams to achieve service level goals / business objectives.Maintains constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.Provide daily/intra-day performance reports to CS leadership.Track, address and escalate interrupted work (including system issues) while reporting any significant developments (eWatch, CS leadership, etc.) and provides reallocation recommendations.Assist with providing analysis on drivers of actual performance compared to forecasted / scheduled plan.Performs other related duties and assignments as required and as assigned by the Manager, Workforce Management Show less