Project Manager

Overview

Project Management

• 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.

Stakeholder Management

• 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.

Contact Center Operations Enhancement

• 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.

Change Management

• Drive change management activities to ensure smooth adoption of new processes and systems.
• Coordinate training and communication plans related to project implementations.
• Monitor post-implementation performance and benefits realization.

Reporting & Governance

• Prepare project documentation, status reports, and executive presentations.
• Establish project governance frameworks and ensure compliance with company standards.
• Track project KPIs and provide actionable recommendations.

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