Project Manager - Contact Center

Job Description

Job Description

ITCON Services is looking for a bright, motivated Project Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.

A Contact Center Project Manager is responsible for leading and executing various initiatives within a contact center to improve operations, technology, and customer experience, ensuring projects are completed on time and within budget. This role involves strategic planning, resource management, stakeholder collaboration, and performance analysis to enhance contact center efficiency and achieve business objectives.

Key Responsibilities typically include:

• Project Planning and Execution:
  • Developing project plans, schedules, resource requirements, and budgets; tracking and reporting on project status, milestones, and deliverables.
• Process Improvement & Optimization:
  • Identifying opportunities to improve operational workflows, technology, and service delivery within the contact center.
• Stakeholder Management:
  • Building relationships and collaborating with internal and external stakeholders, including contact center leaders, business units, and potentially executive leadership.
• Risk Management & Reporting:
  • Identifying risks and issues, escalating them as needed, and assisting in re-prioritization and re-design of project plans; reporting on project progress and performance.
• Technology & System Enhancements:
  • Overseeing contact center technology, managing software enhancements, and planning for service activation or optimization projects.
• Team Leadership & Training (in some roles):
  • Motivating and guiding customer service professionals, providing training, and assisting with performance management.
• Financial Management:
  • Managing project budgets, tracking expenses, and ensuring billing terms are met.
• Quality Assurance:
  • Implementing procedures to ensure project execution adheres to established methodologies and delivers value.