Job Description

What will you do?

1. Responsible for the successful planning, execution, and completion of projects related to contact center operations, technology, and customer experience.
2. Develop comprehensive project plans, identify required tasks, define client requirements, establish the authority matrix, and prepare documentation related to technical project details.
3. Participate in project alignment meetings upon award to ensure stakeholder commitment and timely delivery of project objectives.
4. Manage internal and external communication with clients throughout the project management phase.
5. Monitor and review project development activities, participating in verification and validation processes to ensure adherence to approved timelines.
6. Analyze business cycles and operational requirements in alignment with the project scope of work, applying necessary actions to support all processes.
7. Resolve conflicts and promote effective team collaboration to ensure project objectives are achieved on time.
8. Conduct regular client meetings to review progress, discuss deliverables, and ensure alignment and customer satisfaction.
9. Perform continuous project process analysis and identify improvement opportunities to maximize profitability and deliver value-added solutions to clients.
10. Responsible for managing project financial files during the implementation phase.
11. Lead service manual creation during the handover phase and ensure a successful handover and audit completion.

Qualifications:

• Bachelors degree
• PMP certification is an added plus.
• Proficient in English.
• 1-2 years of business experience in Same Filed
• Contact Center industry is preferable