Project Manager

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

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