Project Manager - Customer Service Delivery

The Project Manager across Customer Service Delivery Improvement is a leadership role in the business which is accountable for delivering all aspects of projects, including: scope definition, requirements gathering, project planning, change control, risk management and reporting. Facilitates and manages resource planning, cost estimation, budget development, and cost control.This role will initially manage the planning and delivery of the Service Delivery improvement program initially focused in replacing legacy Telephony Platform and implementing several key systems including a new Agent Desktop solution, Knowledge Management (KMS) and Workforce Planning (WFM) solutions. Experience in Contact Centre operational improvements is a must.The Project Manager will:

• Manage the projects to the defined scope of agreed business cases
• Prepare change requests as required to adjust for changes in scope, schedule and cost.
• Develop new Business Cases to address additional improvement initiatives across various functions of Customer Service Delivery
• Create and execute project work plans and revise as appropriate to meet changing needs and requirements.
• Manage the identification, resolution and escalation of project risks and issues.
• Facilitate and manage resource planning, cost estimation, budget development, and cost control.
• Identify resources needed and assign individual responsibilities.
• Manage day-to-day operational aspects of a project and scope.
• Manage resources to complete project on time and within budget.
• Communicate progress to stakeholders and revise schedules as required.
• Lead project meetings, activities, tasks, and manages technical project team members.
• Keep team and leadership updated on project status and risk factors.
• Work with Tech PMO on project staffing.

Qualifications:

• Currently certified in some or all of the following: PMP, PMI, Prince2, Agile methodologies.
• Experience in Customer Service Delivery / Contact Centre operational improvements
• Excellent presentation, workshop facilitation and interpersonal skills.
• Experience working with cross-functional stakeholders
• Proficiency in project management processes and tools including Jira.
• Proven ability to manage change and engage team members.
• Proven ability to provide direction and leadership to others.
• 10+ years' experience of Contact Centre related projects and programs.
• Leadership: Successfully manage different styles of employees; Provide clear direction and effective coaching
• Ability to translate business strategy into functional/operational plans and apply knowledge to the critical components of the function required
• Expert problem-solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Highly skilled in Excel, PowerPoint and MS Project and Jira

HOW TO APPLY:Please submit your resume (in MS Word Format) for consideration via the link below. A cover letter demonstrating your relevant experience may also be reviewed.Should you wish to discuss, please contact Neha Agrawal at , quoting reference number 236745.Your interest will be treated in the strictest of confidence.