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Contact Center Project Management

2T Consulting
  • Ridgefield ParkNew Jersey

  • Post Date: Jun 25, 2020


Key Skills: Accounting, Management, IT, PC, Microsoft Word, Excel, PowerPoint, Project, Project Management, Functional, SAP Planning, Contact Center Project Management

  • Domain: Information And Communication Technology
  • Job Type: Full-time

Job Description

As a Project Manager, you'll be working within our CX Transformation customer-facing project management team to manage enterprise-wide Contact Center solutions and new implementations for customers from many verticals. Our focus is to consult with both quality and a sense of urgency.

 

Responsibilities:


 


 

  • Handling all aspects of project delivery and develop Project Delivery Model as per project requirements.


 

  • Planning and execution of complex Call Center technology project lifecycle implementations.


 

  • Interfacing with Management, PMO program stakeholders, and customer representatives.


 

  • Facilitating the definition and documentation of project requirements, scope, and deliverables.


 

  • Managing scope, coordinating delivery efforts, and driving the change management and implementation process.


 

  • Developing and maintaining project plans, action logs, and risk and issue logs.


 

  • Being accountable for delivering projects on time, within budget, and with high quality.


 

  • Handling resource forecasting and tracking.


 

  • Tracking and presenting dashboard project metrics to management.


 

  • Applying subject matter expertise on information technologies required to design and deliver custom solutions.


 

  • Ensuring all flow down requirements are managed to overall project scope.


 

  • Leading cross-functional, high performance, virtual teams.


 

  • Escalating issues that require executive attention.


 

  • Driving customer advocacy, care & sales strategy program aligned to corporate goal.


 

  • Optimizing multi-channel & multi-tiered programs for improved productivity career path.

 


 



Requirements/Qualifications:


 


 

  • Bachelor's Degree.


 

  • 10+ years of relevant experience, including 5+ years as a project manager.


 

  • Project management experience in Contact Center Services.


 

  • Active or Pending PMP certification.


 

  • Microsoft Office experience (Project, Word, Excel, and Visio).


 

  • Willingness to travel up to 50% nationwide.


 

  • Vendor management skills, including contract agreements, negotiations, service level agreements, and performance measurements.


 

  • Capability to effectively communicate with all project stakeholders.


 

  • Ability to perform with a strong sense of urgency.


 

  • Excellent written and verbal communication skills.

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Contact 2T Consulting

Ridgefield ParkNew Jersey 07660