Job Description

Seeking a highly skilled and motivated Project Manager with a proven track record in managing call center technology projects. As a Project Manager, you will be responsible for overseeing the planning, execution, and successful delivery of projects related to call center technology implementation, upgrades, and optimizations.

Key Responsibilities

• Project Planning: Develop comprehensive project plans, timelines, and budgets, considering the specific requirements of call center technology initiatives. Collaborate with cross-functional teams to ensure alignment with business objectives.
• Project Execution: Lead project teams in executing tasks, coordinating resources, and managing project risks. Proactively identify and resolve issues to keep projects on track and within scope.
• Stakeholder Management: Establish clear communication channels with key stakeholders, including call center managers, IT teams, vendors, and senior leadership. Provide regular project updates and ensure alignment with business priorities.
• Created Call center workflow journeys, routing analyst work experience required.
• Change Management: Collaborate with change management teams to facilitate smooth transitions during technology implementations or process changes within the call center environment.

Qualifications

• Proven experience in managing call center technology projects, preferably with hands-on experience in call center operations.
• Strong understanding of call center technologies such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Customer Relationship Management (CRM) systems, and workforce management tools.
• Excellent communication, interpersonal, and presentation skills.
• Proficiency in project management tools and software.

Additional Information

All your information will be kept confidential according to EEO guidelines.