What are the responsibilities and job description for the Senior Project Manager Call Center Cloud Software Implementation position at BizTek People, Inc. | APA International Placement Consultants?
Overview
Call
center project management involves the planning, coordination, and execution of
tasks and resources within the customer service and call center environment. It
encompasses various aspects such as workforce management, performance
monitoring, and continuous improvement. Experience with Genesys Cloud and/or
telephony projects for call centers is preferred but not required.
Roles
and Responsibilities
This
role is responsible for the success of the project, measured in terms of scope,
schedule, budget adherence. Another important measure of success is alignment
to desired business outcomes. Project manager plans and executes all aspects of
the project, including core elements such as scheduling, resources, scope,
budget, risk/issues, and communication and will work closely with customer
lifecycle management leadership and program manager.
The
project manager will work closely with their team and the product manager.
While the product manager creates the scope for a project, the project manager
implements the strategy. The project manager's overall goal is to complete the
scope of the project by a defined deadline and within a set budget. This
project is currently finalizing the design (call flows and technical
architecture) as well as the overall project schedule. The project manager will
be onboarded in time to kick off the implementation phase.
Core
Skills
•
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)