Description

Reports to: Director of Professional Services

Supervises: TriWest Call Center Supervisor; TriWest Trainers

Summary Statement: The Project Manager is responsible for managing the T5 TriWest contract from implementation to support of client needs. This position acts as the liaison between the client, Workforce Services, IT team and other departments in the organization. This position is also responsible for meeting the metrics for the TriWest T5 contract.

Essential Job Functions

• Responsible for the success of IFB’s contract and scope of work (SOW) with TriWest, from implementation through option years.
• Develop and maintain a thorough understanding of the TriWest T5 contract SOW, including performance metrics, quality assurance, reporting and improvement plans.
• Responsible for successful communication and collaboration between TriWest and IFB as well as IFB’s internal groups (Human Resources, IT, Finance and Training) ensuring:
  • Software solutions align with client and employee needs
  • All positions stay staffed
  • All employees are adequately trained and performing to standards
• Ensure timely issue resolution and lead the development/implementation of performance and quality improvement plans while minimizing financial penalties due to missing metrics per the SOW.
• Manage a team of 3 supervisors who in turn manage 40 TriWest call center agents.
• Participate in daily stand-up meetings and weekly account review meetings with TriWest.

Marginal Job Functions

• Assist other personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as assigned.

Qualifications

Skills, Knowledge, and Abilities

• Must have outstanding communication and interpersonal skills.
• Must have a strong ability of problem-solving.
• Must have excellent organizational skills and attention to detail.
• Must have the ability to function well in a high-paced and at times stressful environment.
• Must be able to collaborate with other professionals by conducting research and utilizing critical thinking skills and knowledge to address candidate and employee’s needs.
• Must have the ability to exercise discretion, confidentiality, and tact in dealing with employees and management.
• Must have the ability to work independently and meet deadlines
• Must have the ability to motivate and drive cross-functional team

Education and Work Experience

• Project and product management experience
• Customer relationship management
• Bachelor’s or master’s degree in business/IT or related field
• A minimum of 5 years management experience is required
• Call center management experience a plus

ISO 5.3 Organizational Roles, Responsibilities and Authorities

IFB employees have the responsibility and authority to ensure to produce first quality products that meet our customer requirements.

EEO Statement

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics.

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