Project Manager

Job Overview
We are seeking a highly skilled and dynamic Contact Center Project Manager to join our team. This role involves managing and optimizing contact center operations through innovative technical solutions, ensuring exceptional customer service, and leading cross-functional teams. The ideal candidate will possess strong project management abilities, leadership qualities, and excellent communication skills to drive continuous improvement and customer satisfaction. This position offers an exciting opportunity to influence the efficiency of our contact center infrastructure while fostering a collaborative and innovative work environment.

Responsibilities

• Lead the design, implementation, and maintenance of contact center systems and technologies to enhance operational efficiency.
• Manage multiple projects simultaneously, ensuring timely delivery within scope and budget parameters.
• Supervise and mentor team members, providing guidance on technical issues, best practices, and professional development.
• Collaborate with stakeholders across departments to analyze operational needs and develop tailored solutions.
• Oversee system performance monitoring, troubleshooting, and resolving technical issues promptly to minimize downtime.
• Develop strategic plans for system upgrades, integrations, and scalability to support business growth.
• Engage in negotiations with vendors and service providers to secure optimal solutions and support services.
• Maintain comprehensive documentation of system configurations, procedures, and project statuses.
• Foster a customer-centric approach by ensuring high-quality support and communication with clients and internal teams.

Skills

• Proven project management skills with the ability to coordinate complex initiatives from inception to completion.
• Experience with or similar project management tools.
• Understanding of cloud technologies and their impact on contact center functionality.
• Strong leadership qualities with supervisory experience in technical or customer service environments.
• Extensive experience in project management, change delivery, and change management within the financial services industry.
• Strong understanding of contact center operations and consumer banking.
• Proven ability to manage projects using both Waterfall and Agile methodologies.
• Experience with cloud platform migrations, especially involving customer service agents (preferred).
• Demonstrated experience in managing contact center technologies, systems integration, or related fields.
• Analytical skills for assessing system performance data, identifying issues, and implementing effective solutions.
• Customer service orientation with a focus on delivering exceptional client experiences.

Job Types: Full-time, Contract

Pay: $ $72.00 per hour

Application Question(s):

• Please provide your email address.
• Do you have experience of managing contact center operations and consumer banking?
• What is the project management tool you have experience with?

Education:

• Associate (Preferred)

Experience:

• Project management: 1 year (Preferred)
• Financial or Banking Industry: 1 year (Preferred)
• Waterfall: 1 year (Preferred)
• Agile: 1 year (Preferred)
• contact center operations: 1 year (Preferred)
• 1 year (Preferred)

Work Location: In person