Project Manager
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Key skills for this role
About the Role
TP is seeking a Project Manager for Contact Center initiatives to plan, execute, and oversee projects that improve contact center operations, customer experience, technology implementation, and process optimization.
Key Skills for This Role
Responsibilities
- Lead end to end project delivery for contact center initiatives, including process improvements, technology implementations, and operational transformation projects
- Develop project plans, timelines, budgets, and resource allocation strategies
- Monitor project progress and manage risks, issues, and dependencies
- Ensure projects are completed within agreed timelines, scope, and budget
- Collaborate with internal and external stakeholders, including Operations, Workforce Management, Quality Assurance, Training, IT, HR, and vendors
- Facilitate project meetings and provide regular status updates to leadership
- Identify opportunities to improve productivity, customer satisfaction, and operational efficiency
- Support implementation of contact center technologies such as CRM, telephony systems, IVR, workforce management, and omnichannel platforms
- Drive change management activities to ensure smooth adoption of new processes and systems
- Prepare project documentation, status reports, and executive presentations
Requirements
- Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field
- Minimum 5–8 years of experience in project management, preferably within a contact center or customer service environment
- PMP, PRINCE2, Agile, or equivalent project management certification preferred
- Experience managing technology implementation and process improvement projects
- Strong knowledge of contact center operations, customer experience, and performance metrics
- Proficiency in Microsoft Office Suite and project management tools (MS Project, Jira, Asana, Monday.com, etc.)
Full Job Posting
Role Overview
- The Project Manager – Contact Center is responsible for planning, executing, and overseeing projects that improve contact center operations, customer experience, technology implementation, and process optimization.
- This role ensures projects are delivered on time, within scope, and within budget while aligning with organizational objectives and service level expectations.
Key Responsibilities
- Lead end to end project delivery for contact center initiatives, including process improvements, technology implementations, and operational transformation projects.
- Develop project plans, timelines, budgets, and resource allocation strategies.
- Monitor project progress and manage risks, issues, and dependencies.
- Ensure projects are completed within agreed timelines, scope, and budget.
- Collaborate with internal and external stakeholders, including Operations, Workforce Management, Quality Assurance, Training, IT, HR, and vendors.
- Facilitate project meetings and provide regular status updates to leadership.
- Manage stakeholder expectations and secure alignment on project objectives and deliverables.
- Identify opportunities to improve productivity, customer satisfaction, and operational efficiency.
- Support implementation of contact center technologies such as CRM, telephony systems, IVR, workforce management, and omnichannel platforms.
- Analyze operational data and recommend process improvements.
- Drive change management activities to ensure smooth adoption of new processes and systems.
- Coordinate training and communication plans related to project implementations.
Qualifications & Experience
- Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field.
- Minimum 5–8 years of experience in project management, preferably within a contact center or customer service environment.
- PMP, PRINCE2, Agile, or equivalent project management certification preferred.
- Experience managing technology implementation and process improvement projects.
- Strong knowledge of contact center operations, customer experience, and performance metrics.
Skills & Competencies
- Project planning and execution
- Stakeholder and vendor management
- Risk and issue management
- Budget and resource management
- Data analysis and reporting
- Strong communication and presentation skills
- Change management expertise
- Knowledge of Contact Center KPIs (AHT, SLA, FCR, CSAT, NPS, Quality Scores, Occupancy)
- Proficiency in Microsoft Office Suite and project management tools (MS Project, Jira, Asana, Monday.com, etc.)
Key Performance Indicators (KPIs)
- Project delivery within timeline and budget
- Achievement of project objectives and benefits
- Improvement in customer experience metrics (CSAT, NPS)
- Operational efficiency gains
- Stakeholder satisfaction
- Successful implementation and adoption of new solutions
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