Position Summary The Project Manager is directly responsible to manage the implementation of projects both locally and globally; including but not limited to new or existing client launches, internal projects and initiatives. Responsibilities may include presales support and participation in new business assessment and/or requirement gathering engagements. The Project Manager is expected to rely on their experience, functional knowledge, outstanding communication and leadership skills, attention to detail and sound judgment to plan and accomplish critical business and departmental objectives within a diverse range of business environments. This position requires very minimal supervision from senior management and is expected to consistently perform well while working independently and leading project teams.
Duties and Responsibilities
Responsible to manage and oversee the successful implementation of both local and global projects and/or internal initiatives :
Project execution through the application of functional methodology and global process to : Act in a primary liaison capacity, establish deadlines, assign functional responsibilities, lead and direct the work of others, facilitate, communicate and monitor project progress to ensure a quality deployment is completed on time, according to specifications and within budget.
Risk identification and mitigation
Escalation and change management
Communicate and document key program requirements and status to clients, internal team members and other key stakeholders including an executive audience
Track, manage and assess hours and expenses for project resources to ensure accuracy and the project is within budget guidelines
Partner with internal teams and clients to support the pursuit of new or expansion business opportunities through deployment strategy design, core operational component input build, launch cost estimation, client presentation and contractual documentation build/review support as required. Support Directors/Principals in operational assessment and/or business requirement gathering engagements and project scope definition.
Support the deployment, promotion and achievement of departmental and corporate strategy, business goals and objectives. Take an active role in departmental improvements such as tools, templates, processes.
Other duties as required.
BA/BS or equivalent experience required
Project Management Certification required
Skills and Experience
Extensive experience (7 years) leading the implementation of medium to large scale global projects, including the management and oversight of diverse functional project teams. Capable of effectively facilitating meetings and developing and executing detail oriented project plans and deliverables.
Experience in the call centre industry (Training, Quality Assurance, Workforce Planning).
Experience with client facing, senior and executive level management communications and formal presentation delivery.
Excellent experience with project management and word processing software, spreadsheet and flowcharting applications (MS Project, MS Office, Excel and Visio).
Operational management experience within a call centre production environment strongly preferred.
Must be available to travel domestically and internationally as required based on business needs.
Must effectively support varied time zones as required based on business needs.