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
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.
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.
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.