Call center Manager Min ; Webcam ; HYBRID_Only Local to DMV Area
Listed on 2026-01-25
-
IT/Tech
IT Project Manager, IT Support, Technical Support, Systems Analyst
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OverviewWe are looking for a Support Transition Manager (
Min 15+ Yrs. Exp
) HYBRID (Webcam Interview).
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions: 1
Length: 9-21 Months+
Work Address:
Washington, DC 20001 (ONSITE)
Immediate interviews (Webcam Interview)
Please Note this position is HYBRID (4 days/Wk)
The Support Transition Manager works with the PCOE Manager to coordinate the shift from on-premises procurement modules to ERP cloud, oversee daily operations, monitor staff performance, and resolve operational issues.
The Support Transition Manager (STM) will be responsible for working with the Procurement Center of Excellence (PCOE) Manager to coordinate the transition of support from on-premises procurement modules to ERP cloud modules; monitor staff performance; provide oversight for daily work operations and related tasks; and resolve operational issues.
Responsibilities- As directed by the PCOE Manager and the PASS Modernization PMO, coordinate with call center resources and employees to manage and report on daily call center operations; develop and coordinate the implementation of revised standard operating procedures; coordinate the implementation of PCOE requirements in the cloud system; coordinate the transition of PCOE support to the cloud environment; and provide oversight of call center operations and staff engaged in processing calls, emails, and remedy tickets.
- Monitor staff performance, work operations, and resolve operational problems to ensure the unit operates efficiently and effectively to meet performance measures.
- Report to the PCOE Manager and the PASS Modernization PMO on the status of the transition to Oracle Fusion Cloud, staff performance, work operations, and ticket resolutions to meet performance measures and/or service level agreements.
- Ensure that calls for service are answered in a prompt, courteous, professional, and accurate manner and ensure information provided to customers is accurate and complete.
- Act as a liaison to District agencies and vendors interested in doing business with the district.
- Coordinate with other PASS Modernization Project resources and stakeholders to manage and support the design and development of revised process guides and quick reference guides for call center operations.
- Manage, develop, and coordinate ERP cloud training and training curriculum for call center staff and resources.
- Attend, coordinate, facilitate, and document meetings related to call center operations and the PCOE's transition to ERP cloud support.
- Perform other related duties as assigned.
Bachelor's degree in IT or related field or equivalent experience
Required/Desired SkillsCandidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.
- Experience with Business workflow processes — Required
- Amount of
Experience:
15 Years — Required - Call center experience at a managerial level — Required
- Experience in a procurement-based environment — Required
- Call center experience — Required
- PMP certification — Desired
- Willing to work onsite 4 days a week — Required
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