Contact Centre Project Manager

Contact Centre Project Manager Job Description Template

Our company is looking for a Contact Centre Project Manager to join our team.

Responsibilities:

  • Lead weekly customer project calls;
  • Conduct data gathering on the Contact Center, and design flow;
  • Act as an advocate for customers to ensure that critical needs are met;
  • Work with customers to create the announcements, greetings and menu recordings;
  • Track configuration and implementation of Hosted Voice Services and Cloud Contact Center services;
  • Proactively engage their management team as required to bring the requisite forces to bear on specific issues that may be customer impacting;
  • Write test plans and engage with customer to complete UAT;
  • Timely and regular communications with customers are essential;
  • Responsible for all project management activities including developing project plans, identify and track project risks, action items and meeting notes;
  • Gather all customer porting information and attend events for activation and testing of call flows and agent numbers, features and services;
  • Prepare and deliver contact center design documents.

Requirements:

  • Service implementation project management;
  • Ability to motivate people and work as part of a team;
  • Ability to understand network diagram;
  • Working knowledge of MPLS, VPLS, QOS, VoIP and IP Networking;
  • Possess a professional attitude and work ethic in addition to being well organized and efficient;
  • Ability to deal with unforeseen situations and come up with logical solutions to these problems without outside instruction;
  • Experience in order coordination in a production, process-oriented organization;
  • Ability to effectively work with all levels throughout the organization;
  • Ability to focus on customer experience;
  • Familiarity with telecom industry voice, data, and applications processes;
  • Excellent communicator ?? written/verbal;
  • Time management and complex task organization;
  • Customer presentation skills.