About the Role

The Project Manager is directly responsible for the initiation, planning, execution, and monitoring & controlling of projects. The Project Manager will work with and act as a liaison between functional groups to deliver projects on time, within budget, and according to specifications. This position requires very minimal supervision from senior management and is expected to perform well while working independently and leading a team. They will have the responsibility of

providing support across different divisions as required by the needs of the business. Additional duties may include supporting the PMO Director in completing initiatives both internal and external.

Job responsibilities

• Project Management: Lead and manage multiple projects simultaneously, ensuring that all projects are delivered on time, within scope, and within budget.

• Stakeholder Coordination: Serve as the primary point of contact for stakeholders during the implementation process, addressing any concerns and ensuring stakeholder satisfaction.

• Resource Management: Allocate and manage resources effectively to ensure project milestones are met. This includes coordinating with internal teams and external vendors.

• Process Improvement: Continuously evaluate and improve implementation processes to enhance efficiency and effectiveness.

• Risk and Issues Management: Identify potential risks and active issues. Develop mitigation strategies or solutions to problems with the project team to ensure successful project outcomes.

• Change Management: Develop and implement change management strategies and plans with the project team that maximize adoption and minimize resistance.

• Documentation: Maintain comprehensive project documentation, including project plans, status reports, and other project artefacts

Requirements / Key Competencies

• Exceptional communication skills, both written and verbal

• Ability to clearly articulate messages to a variety of audiences

• Ability to establish and maintain strong relationships.

• Ability to influence others and move toward a common vision or goal.

• Flexible and adaptable; able to work in ambiguous situations.

• Resilient and tenacious with a propensity to persevere.

• Organized with a natural inclination for planning strategy and tactics.

• Problem solving and root cause identification skills.

• Able to work effectively at all levels in an organization.

• Must be a team player and able to work collaboratively with and through others.

• Willingness to support and enforce policies and procedures pertaining to the change management process, as

well as the ability to educate others on this process.

• Process- and detail-oriented

Contact Center Project Management Manager