Senior Project Manager Call Center Cloud Software Implementation

Overview

Call center project management involves the planning, coordination, and execution of tasks and resources within the customer service and call center environment. It encompasses various aspects such as workforce management, performance monitoring, and continuous improvement. Experience with Genesys Cloud and/or telephony projects for call centers is preferred but not required.

Roles and Responsibilities

This role is responsible for the success of the project, measured in terms of scope, schedule, budget adherence. Another important measure of success is alignment to desired business outcomes. Project manager plans and executes all aspects of the project, including core elements such as scheduling, resources, scope, budget, risk/issues, and communication and will work closely with customer lifecycle management leadership and program manager.

The project manager will work closely with their team and the product manager. While the product manager creates the scope for a project, the project manager implements the strategy. The project manager's overall goal is to complete the scope of the project by a defined deadline and within a set budget. This project is currently finalizing the design (call flows and technical architecture) as well as the overall project schedule. The project manager will be onboarded in time to kick off the implementation phase.

Core Skills

• Schedule management

• Communication management (working with Organizational Change Manager)

• Quality management

• Resource management

• Budget and forecasting

• Integration Management

• Security and architecture adherence (working with the Technical Lead)