Overview

Callcenter project management involves the planning, coordination, and execution oftasks and resources within the customer service and call center environment. Itencompasses various aspects such as workforce management, performancemonitoring, and continuous improvement. Experience with Genesys Cloud and/ortelephony projects for call centers is preferred but not required.

Rolesand Responsibilities

Thisrole is responsible for the success of the project, measured in terms of scope,schedule, budget adherence. Another important measure of success is alignmentto desired business outcomes. Project manager plans and executes all aspects ofthe project, including core elements such as scheduling, resources, scope,budget, risk/issues, and communication and will work closely with customerlifecycle management leadership and program manager.

Theproject manager will work closely with their team and the product manager.While the product manager creates the scope for a project, the project managerimplements the strategy. The project manager's overall goal is to complete thescope of the project by a defined deadline and within a set budget. Thisproject is currently finalizing the design (call flows and technicalarchitecture) as well as the overall project schedule. The project manager willbe onboarded in time to kick off the implementation phase.

CoreSkills

•Schedule management

•Communication management (working with Organizational Change Manager)

•Quality management

•Resource management

•Budget and forecasting

•Integration Management

•Security and architecture adherence (working with the Technical Lead)