Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Help Desk Support Project Management Income Tax Call Center Experience Salesforce Accounting Business Communication Tax Software Contract Management Stakeholder Communications Cross-Functional Collaboration Microsoft Dynamics CRM Call Center Experience Call Center Experience

Other Skills

•
Microsoft Office
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Team Leadership
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Quality Assurance
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Microsoft Excel
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Teamwork
•
Collaboration
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Communication

Roles & Responsibilities

U.S. Citizenship required
Bachelor's degree with at least five years of experience in customer service call center operations (education substitution may be permitted)
Three years of project management experience and experience leading or managing teams
Experience with call center software, CRM systems (e.g., Salesforce), tax preparation software, and Microsoft Office Suite

Requirements:

Overall oversight of day-to-day project operations.
Ensuring that Contract objectives are met.
Leading and guiding cross-functional teams.
Collaborating with internal and external stakeholders.

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

Role Summary:

The Project Manager will oversee Tier 1 customer service support in a call center setting, including the handling and resolution of general and routine inquiries related to personal income tax, received via telephone.

Key Responsibilities:

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.

Requirements:

U.S. Citizenship 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 in lieu of education may be permitted.
Three (3) years of project management experience
Experience leading or managing teams.
Experience with call center software, CRM systems (e.g., Salesforce), tax preparation software, and Microsoft Office Suite.
Three (3) years of Accounting experience or explaining financial information to individuals.

Preferred Qualifications

Experience within a call center or financial/tax services environment.
Advanced proficiency in Microsoft Excel.
Maryland resident strongly preferred.

All personnel must undergo a Criminal Justice Information System (CJIS) State and federal criminal background check, including FBI fingerprinting.

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