Project Manager – BPO Contact Center

About the role

The Project Manager will lead BPO contact‑center initiatives, translating stakeholder needs into actionable plans and ensuring successful delivery of HR‑related projects. This role combines agile project leadership with policy development and continuous‑improvement responsibilities.

Key responsibilities

• Gather and communicate stakeholder requirements, assign clear ownership, and provide tools and feedback to team members.
• Organise and facilitate agile ceremonies such as daily stand‑ups, planning sessions, reviews and retrospectives.
• Track progress, monitor deadlines, and proactively address issues, risks and roadblocks.
• Maintain regular status updates with all stakeholders and ensure adherence to core agile principles.
• Develop and manage strategic operations policies, produce high‑quality policy documents, procedures and process maps.
• Lead research initiatives in partnership with internal teams and external partners.
• Identify and drive continuous‑improvement opportunities across processes and quality standards.
• Build and sustain strong relationships with internal and external stakeholders, industry contacts and professional associations.

Required profile

• Minimum of 3 years experience as a Project Manager in a BPO contact‑center environment.
• Proven ability to manage ramp‑up projects for new and existing business.
• Strong understanding of agile project management practices.
• Experience in policy development, documentation and research coordination.

Required skills

What we offer

• Opportunity to lead high‑impact projects within a dynamic BPO setting.
• Collaborative environment that values continuous improvement and innovation.