Assistant Project Manager - ServiceSource

Job Summary

As delegated by the project manager (PM), responsibilities for the assistant project manager (APM) include scheduling, coordination and quality control to ensure fulfillment of contractual obligations. The APM is also in charge of the Veterans Affairs (VA) Medical Center - NC location where activities include management of employees, materials, supplies and records.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Oversee all assigned operations including supervision of employees, meeting of contractual obligations and other items as assigned by the PM.
• Plan, coordinate, train, motivate, monitor and evaluate performance of employees.
• Collaborate with contract personnel to provide monthly key performance indicators (KPI) and quality control (QC) reports as noted in the project contract.
• Interact with customers on a regular basis to solve issues which may include meeting with the appropriate staff to resolve issues and make recommendations. May work directly with customers in receiving job materials, coordinating job requirements, or meeting work completion schedules.
• Assist in training the staff in the design and implementation of goals and objectives of the contract, Individual Eligibility Evaluations (IEE), vocational and behavior plans, and/or documentation.

Additional Responsibilities

• Write employee counseling reports as needed.
• Coordinate with PM, Human Resources staff, and Rehabilitation department to resolve behavior, attendance and/or other issues.
• Participate in interdisciplinary team processes and other meetings pertaining to employee goals and objectives.
• Provide input as needed. Interpret a variety of instructions furnished in written, oral diagram or schedule form.
• Submit timely and accurate records necessary for the operation of department and contract requirements.
• Notify appropriate personnel when materials for or maintenance on machines is needed. Adhere to all fire and safety, bomb threat and security protocol regulations within assigned area.
• Perform other responsibilities as assigned.

Qualifications: Education, Experience and Certification(s)

• High school diploma or General Educational Development (GED) required.
• 1-3 years’ experience in call center operations, 1 year of which was in a supervisory capacity preferred.
• Valid North Carolina driver license, per state law, and/or access to reliable transportation to perform work-related travel required. Eligible drivers must have a good motor vehicle record (MVR).
• Must obtain a VA security clearance.
• Must be able to pass the VA background check.

Knowledge, Skills and Abilities

• Well organized, detail-oriented, and self-directed.
• Ability to relate to people at all levels of the organization.
• Strong problem-solving skills.
• Good writing ability with proficiency in verbal communication skills.
• Excellent customer service and phone skills.
• Experience with Microsoft Word, Excel, and Outlook. Ability to learn new computer programs as required by contract.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class.We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information