Call Center Integration Project Manager
Valley Stream, NY 11581 US
- Plan, Align & Collaborate: Develop comprehensive project plans, timelines, and budgets that align with call center tech goals. Work alongside diverse teams for business-aligned outcomes.
- Lead, Execute & Resolve: Steer project teams through tasks, resource coordination, and risk management. Spot and resolve issues proactively, ensuring projects stay on course.
- Stakeholder Communication: Establish clear channels with key stakeholders: call center managers, IT, vendors, and leadership. Update regularly and harmonize with business priorities. Be the main point of contact working with clients to discuss, identify and implement all call workflow for contact center.
- Ensure Quality & Deploy: Uphold top-tier quality and industry best practices for all deliverables. Thoroughly test and validate call center tech solutions to ensure seamless deployment.
- Mitigate Risks & Monitor: Identify risks, strategize mitigation, and minimize their impact on project timelines. Keep tabs on progress, ready to implement corrective measures.
- Facilitate Change Smoothly: Collaborate for seamless tech transitions and process shifts within the call center environment.
- Budget Adherence & Analysis: Monitor expenses within budget confines. Provide comprehensive cost analysis and rationale for any scope adjustments.
- Evaluate & Enhance: Assess post-implementation project success, identifying avenues for continuous improvement. Share vital insights with the team to drive progress.
- Education & Expertise: Bachelor's degree in Computer Science, IT, Business Management, or a related field. Project Management Professional (PMP) certification is a must.
- Proven Leadership: Demonstrated success in overseeing call center tech projects and operations.
- Tech Proficiency: Proficiency in call center technologies, including ACD, IVR, CRM systems, and workforce management tools.
- Multi-Project Mastery: Track record of leading cross-functional teams and managing multiple projects simultaneously.
- Effective Communication: Superior skills in communication, interpersonal interactions, and presentations.
- Software Expertise: Proficiency in project management tools and software.
- Analytical Insight: Possess an analytical mindset, prioritizing data-driven decision-making.
- Global Project Acumen: Experience in leading and overseeing projects on a global scale.