Project Manager (contact center)

Role Description:

The ideal candidate will drive cross-functional coordination, monitor project performance, mitigate risks, and support the transformation agenda across geographies.

Responsibilities:

1. Portfolio Management:

• Lead the planning, prioritization, and governance of operations projects and initiatives aligned to strategic goals.
• Maintain the enterprise portfolio roadmap and ensure alignment with business capacity and resource availability.
• Develop and maintain dashboards and reports to provide visibility into initiative health, benefits realization, and delivery risks.

1. Project Management & Execution:

• Drive end-to-end delivery of complex, cross-functional projects within scope, timeline, and budget.
• Develop detailed project plans, charters, status reports, and risk mitigation strategies.
• Ensure adherence to standard project management methodologies and frameworks (Agile/Waterfall/Hybrid).

1. Stakeholder Engagement & Communication:

• Partner closely with operations leaders, enabling teams (WFM, QA, Training), technology, and other support functions to ensure initiative success.
• Facilitate executive updates and steerco reviews with clear progress narratives and decision-making inputs.
• Communicate proactively with stakeholders to manage expectations and foster collaboration.

1. Process Improvement & Value Delivery:

• Identify opportunities to streamline processes, eliminate redundancies, and enhance operational efficiency.
• Track and report on benefits realization, including financial and non-financial impact across initiatives.
• Support change management efforts to ensure smooth adoption and sustainability of new solutions.

1. Handling of identified requirements/tasks deemed necessary

Minimum Qualification:

• Bachelor's degree in Business, Operations, Industrial Engineering, or related field
• 5+ years of work experience with preferred project and portfolio management in an operations or contact center environment
• Experience tracking and reporting operations compliance metrics
• Strong knowledge in delivering complex initiatives
• Strong analytical, organizational, and leadership skills · Excellent communication and stakeholder management abilities
• Proficiency in project management tools (e.g., MS Project, Smartsheet, JIRA, Asana) and MS Office Suite preferred · PMP, Prince2, or Agile/Scrum certification preferred
• Strong communication and collaboration skills, particularly when working cross-functionally
• Must be Work From Home enabled, and with stable internet connection (at least 25mbps)

Core Competencies:

• Strong analytical and problem-solving skills
• Attention to detail and a focus on data accuracy
• Effective time management and ability to prioritize tasks under pressure
• Proactive and results-driven approach to operational challenges
• Strong collaboration and communication skills to work with cross-functional teams
• Excellent communication skills with the ability to translate complex data into actionable insights for non-technical stakeholders