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Manager

Chicago, IL · Information Technology
PSR Associates, Inc. is an IT consulting firm specializing in Staffing and Recruiting Services. People. Solutions. Results. Founded in 2003, PSR Associates, Inc. is headquartered in Atlanta, GA, with additional offices in Tampa, FL; Washington, D.C.; Charlotte, NC; Austin, TX; and Irvine, CA.

Job Description
Lead a workstream involving mobilization of the digitization and centralization program at the contact center and centralized services of a retail client

FOCUS AREA (COMPETENCY)
Strategy
REQUIRED SKILLS

1. EXCELLENT WRITTEN AND VERBAL COMMUNICATION SKILLS
2. BUSINESS UNIT STRATEGY
3. CONSULTING EXPERIENCE
4. ORGANIZATION PRODUCTIVITY/ EFFICIENCY
5. TECHNOLOGY STRATEGY
6. MICROSOFT POWERPOINT
7. MICROSOFT EXCEL


PREFERRED SKILLS
CUSTOMER STRATEGY
OPERATIONS - CALL CENTER/CONTACT CENTER


ROLE DESCRIPTION
The role would involve the following

Stand up the initial team to lead the long-term effort and define program structure

Program governance support model including key stakeholders, review cadence, and milestones (09/30)

Workstream charters including scope, deliverables, risks, dependencies, and key milestones (09/30)

Program roadmap with sequencing of workstreams (09/30)

Documentation for the Governance boards (09/30)

Guiding principles and critical work practices for detailed design work (09/30)
Refine the centralized services restructuring business case

Refined business case to support forecasting of gross savings, ongoing costs, and one-time investments (10/22)

Internal resources requirements to support workstreams (10/22)

Areas where 3rd party vendor support is required, and approximate investment needed (10/22)
Identify quick wins and no-regret moves

List of quick win initiatives that can progress directly to the execution phase or necessitate a reduced timeframe for detailed design (09/30)
Kick-off quick win initiatives (09/30)


OVERALL EXPERIENCE
Min of 3 years

 
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