Job Summary:
We are seeking a seasoned and results-oriented Contact Centre Project Manager to spearhead the implementation and optimization of our contact centre projects. The successful candidate will bring a wealth of experience in contact centre operations, project management, BPO setup, and stakeholder management. This role is pivotal in ensuring that our contact centre functions at peak efficiency, delivering superior customer experiences, and aligning with our strategic business goals.
Key Responsibilities:
- Project Management Lead the end-to-end management of contact centre projects, ensuring delivery within scope, time, and budget constraints.
Develop comprehensive project plans, allocate resources effectively, and utilize project management tools to track progress.
Proactively identify risks and implement mitigation strategies, managing changes in project scope, schedule, and costs efficiently.
- Contact Centre Operations Conduct thorough analyses of call flows, customer service metrics, and operational performance to drive continuous improvement.
Implement industry best practices to enhance customer satisfaction, streamline processes, and optimize contact centre performance.
Stay abreast of emerging technologies and trends in contact centre management to ensure our operations remain cutting-edge.
- BPO Setup and Management Lead the strategic setup and transition of Business Process Outsourcing (BPO) operations, ensuring seamless integration with existing processes.
Develop and execute outsourcing strategies, oversee vendor selection, negotiate contracts, and manage transition plans.
Design scalable BPO models that align with organizational goals and support long-term growth.
- Stakeholder Management Act as a primary liaison between clients, vendors, and internal teams, ensuring clear communication and alignment of objectives.
Manage stakeholder expectations, resolve conflicts, and maintain strong relationships to facilitate project success.
Ensure client requirements are consistently met while balancing internal resources and capabilities.
