Project Mgr I, Contact Ctrs

Countrywide Financial Corporation, together with its subsidiaries, is a nationwide financial services company. As a national leader in residential finance, we're recognized as an innovator of new financial products and services.

Project Manager I, Contact Centers
The department is responsible for the Loan Servicing Contact Center support activities. The support activities include: Systems Architecture, Application Programming, Project Management, Application Maintenance Support, Documentation, Capacity Planning, Consultative Services, Business Partner Management (Internal and External), and Reporting.
The Project Manager I - Contact Center will work closely with Department/Division staff on projects and assignments of all sizes and complexities.
Primary responsibilities include:
- Provide overall management and direction of Contact Center projects involving a high degree of complexity. Determines project requirements, project definition, analysis, planning, presentation, management, work assignments, reporting, coordination with infrastructure groups and business partners, adherence to methodologies, and standards/procedures.
- Interfaces with all levels of management and staff (including senior managers) in both the client and development communities to provide strategic and tactical advice on project planning and execution. Ensures that client needs are clearly recognized so that business goals can be achieved. Ensures that client relations are maintained at the highest level through all phases of project planning and execution.
- Applies technology knowledge, skills, tools and techniques to projects within their area of responsibility in order to meet or exceed client needs on requested projects. Balances competing demands of scope, time, cost, and quality with differing needs and expectations to achieve project implementation prioritizing as needed.
- Update project-tracking systems with accurate, detailed status and activity on all project requests. Provide multiple status reports to the department management and client management team. Communicate project status to requester throughout project up to and including project completion.
- Assist in the development and utilization of departmental standards and procedures.
- Proactively discusses future business requirements with the client community, current and future growth plan in order to prepare and strategically position all contact center systems to support the client?s goals. Evaluate needs and provide functional, cost effective solutions to meet the current and future requirements.
A successful candidate will have:
- High school diploma or equivalent. 2-year college degree (Associate or equivalent). BA in Business Administration or a minimum of 3-5 years experience in a corporate Telecommunications environment preferred.
- Thorough understanding of the Telecommunications industry and technology in the business environment.
- Ability to use a PC and type at least 35 words per minute or better. Visio beneficial. Specific experience with MS Office products such as Word, Excel, Project, PowerPoint, etc. is preferred.
- Must be a team player.
- Be self-motivated, detail oriented and have good organizational skills.
Knowledge of Meridian PBX systems very helpful.
Knowledge of ACD's, CTI applications, Predictive dialers, Workforce Management systems, Quality Recordings systems, 800 Services, Call Routing flows, and reporting systems.
Previous project management experience.
Aspect ACD knowledge very helpful.
Demonstrated ability to manage large, complex projects from inception to implementation ensuring that projects are completed on time and within budget.
Ability to operate under the pressure of strict deadlines.
Extensive knowledge of project management software and structured project management methodology.
Exceptional interpersonal skills.
Ability to express complex technical concepts effectively, both verbally and in writing, to diverse groups of people ensuring that communication is accurately understood by all parties. Clear, concise and tactful communication with senior management, clients, peers and staff is critical.
Ability to work well with people from many different disciplines with varying degrees of technical experience.
Ability to build teams and generate a spirit of cooperation while coordinating diverse activities and groups.
Ability to negotiate consensus amongst diverse groups and impact the activities of others not in own reporting structure.
Ability to ensure adherence to Corporate Policies and Procedures.
Leadership and partnering skills.




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