Contact Center Project Management Manager

About the role

The Contact Center Project Management Manager is responsible for initiating, planning, executing, and monitoring projects that support the contact center’s operations. Working with minimal supervision, the manager coordinates across functional groups to ensure projects are delivered on time, within budget, and to specification while supporting the broader business needs.

Key responsibilities

• Lead and manage multiple projects simultaneously, ensuring delivery on schedule, scope, and budget.
• Serve as the primary liaison for stakeholders, addressing concerns and maintaining satisfaction throughout implementation.
• Allocate and manage resources, coordinating internal teams and external vendors to meet milestones.
• Continuously evaluate and improve implementation processes for greater efficiency.
• Identify risks and issues, develop mitigation strategies, and resolve problems with the project team.
• Develop and execute change‑management plans that maximize adoption and minimize resistance.
• Maintain comprehensive project documentation, including plans, status reports, and artefacts.

Required profile

• Exceptional written and verbal communication skills.
• Ability to articulate messages clearly to diverse audiences.
• Strong relationship‑building and influencing capabilities.
• Flexibility and adaptability in ambiguous situations.
• Resilience, tenacity, and a perseverance mindset.
• Organized with a natural inclination for strategic planning.
• Problem‑solving and root‑cause identification expertise.
• Team‑player who works collaboratively across all organizational levels.
• Willingness to enforce and educate on change‑management policies and procedures.
• Detail‑oriented and process‑focused.

Required skills