Project Manager - Contact Center

About the Role

The Project Manager for Contact Center operations will be responsible for the comprehensive planning, execution, and management of projects aimed at enhancing contact center performance, customer satisfaction, technology integration, and process optimization. This position ensures projects are completed on schedule, within defined scope, and budget while aligning with company goals and service standards.

Key Responsibilities

• Lead full lifecycle delivery of contact center projects including operational transformations, technology rollouts, and process advancements.
• Create detailed project plans covering timelines, budgets, and allocation of resources.
• Track progress, identify and mitigate risks, manage issues, and oversee interdependencies.
• Maintain compliance with project timelines, budgets, and scope agreements.
• Work closely with diverse stakeholders such as Operations, Workforce Management, Quality Assurance, Training, IT, HR, and third-party vendors.
• Conduct project meetings and provide frequent updates to senior management.
• Manage and align expectations of all stakeholders on project deliverables and goals.
• Evaluate opportunities to boost productivity, enhance customer satisfaction, and streamline operations.
• Assist in deploying contact center technologies like CRM, telephony, IVR, workforce management, and omnichannel platforms.
• Analyze operational metrics and recommend process improvements.
• Lead change management efforts to facilitate smooth adoption of new systems and workflows.
• Oversee training and communications related to project rollouts.
• Monitor performance post-implementation to ensure realization of benefits.
• Prepare thorough project documentation, reports, and executive presentations.
• Set up project governance systems ensuring adherence to company standards.
• Track KPIs and make data-driven recommendations.

Required Qualifications and Experience

• Bachelor's degree in Business Administration, Project Management, IT, or related discipline.
• 5 to 8 years of project management experience, specifically in contact center or customer service environments.
• Certifications like PMP, PRINCE2, Agile, or equivalent are preferred.
• Track record managing technology deployment and process improvement initiatives.
• Thorough understanding of contact center operations, customer experience, and relevant performance indicators.

Skills and Competencies

• Expertise in project planning and execution
• Strong stakeholder and vendor management abilities
• Effective risk and issue mitigation skills
• Budgeting and resource allocation proficiency
• Capability in data analysis and reporting
• Excellent communication and presentation skills
• Experience in change management
• Familiarity with contact center KPIs such as AHT, SLA, FCR, CSAT, NPS, Quality Scores, and Occupancy rates
• Proficient in Microsoft Office and project management software like MS Project, Jira, Asana, and Monday.com

Key Performance Indicators

• Timely and budget-compliant project delivery
• Achievement of set project objectives and benefits
• Enhancement in customer experience ratings (CSAT, NPS)
• Operational efficiency improvements
• Positive stakeholder feedback
• Successful adoption of new implemented solutions