Description

Dynamic and experienced project manager to lead high-impact project with a fast-paced, mission and performance driven environment.  Project Manager will oversee the successful execution of large-scale complex projects, ensuring alignment with client goals, federal and company standards. Must be able to successfully complete the Department of Personnel Suitability and Security Clearance Process.

This role will be an on-site position.

Responsibilities:

Lead team of data collectors and other key personnel in call center to ensure high standards of data collection processes and efficient large-scale collection of sensitive data.Manage and directs all contract personnel assigned to the contract.Primary personnel who work directly with clients located on site.Discuss technical and administrative issues with client and key ICF personnel.Ensure contract security and confidentiality are met.Enforce company and department policies and procedures.Coach, counsel, set expectations, and provide feedback for all staff.Provide staff engagement, development, and training plans.Monitor staff efficiency standards.Assign duties and examines work for quality and accuracy.Maintain communication with Project Director, staff, and clients via email and verbally as needed.Reinforce understanding of company policies, systems, tools, and best practices.Lead, coach, and develop a team of call center Interviewers to meet and exceed performance goals.Conduct regular performance evaluations and provide constructive feedback to staff.Foster positive and collaborative team environment.Identify opportunities in workflow processes and recommend solutions to optimize performance and productivity.Follow-up on requests from clients.Provide daily, weekly and monthly reports on all projects and personnel related metrics.

Qualifications:

Bachelor’s degree or experience equivalent.Minimum of five years’ experience in management of large-scale call centers.Minimum three year experience in developing performance metrics which provide detailed analyses of staffing, requirements matching and hiring.1 to 3 years of experience in using and understanding CATI software and phone systems.Must be able to successfully complete the Department of Personnel Suitability and Security Clearance Process.

Professional Skills:

Strong coaching and communication skills.Ability to identify trends, solve problems, and continuously improve workflow processes.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

 

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

 

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.  

 

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$89,203.00 - $151,646.00

Atlanta, GA (GA18)