Project Manager – Interconnection
GAF
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Montana • Texas • United States
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Salary
💰 $126,000 - $161,000 per year
About the role
- Align onshore/offshore interconnection operations on KPIs, service levels, quality standards, and process consistency.
- Maintain updated SOPs, knowledgebase articles, and training content across all delivery sites.
- Learn, master, and manage contact center platforms (e.g., Vonage/ SMS Magic/IVR), CRM systems, WFM tools, ticketing platforms, and dialing systems (predictive, preview, manual).
- Utilize CRM, Looker, and software tools to run live and scheduled reporting
- Optimize system configurations, call flows, routing strategies, queue structures, and reporting dashboards to improve performance.
- Partner with IT/Tech teams to troubleshoot system issues and support tool enhancements or new integrations.
- Lead and develop processes for customer-facing agents; conduct performance management, coaching, and engagement initiatives.
- Ensure consistent quality through QA reviews, calibration sessions, and standards enforcement.
- Collaborate with clients and internal stakeholders to implement process changes and meet business goals.
- Monitor operational metrics, staffing needs, and cross-site workload distribution to support service levels.
- Drive continuous improvement in efficiency, customer satisfaction, and operational consistency.
Requirements
- H.S. Diploma or General Education Degree (GED) required, Bachelor's Degree preferred
- 7+ years work experience in project management and customer-facing role
- Experience in leadership role for project management
- International Travel Required
- Comfortable working as a team player in a start-up environment where no job is too small
- Excellent communication, leadership, analytical, and problem-solving skills.
- Adaptable, personable, innovative, high tolerance for ambiguity and pressure
- High energy/high sense of urgency/fast-paced and can think on your feet
Benefits
- We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.
- Our Family-Building benefits support the many different journeys to fertility and parenthood.
- Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.
- Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence.
- Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementcontact center platformsCRM systemsWFM toolsticketing platformsdialing systemssystem configurationscall flowsreporting dashboardsperformance management
Soft Skills
communicationleadershipanalyticalproblem-solvingadaptablepersonableinnovativehigh tolerance for ambiguityhigh energysense of urgency
Certifications
H.S. DiplomaGeneral Education Degree (GED)Bachelor's Degree