What are the responsibilities and job description for the Contact Center (Call Center) Project Manager -Sunnyvale, CA position at Sky Solutions LLC?
Contact Center (Call Center) Project Manager
Sunnyvale, CA (hybrd)
Seeking a highly organized and results-driven Contact Center (Call Center) Project Manager to lead and deliver initiatives that enhance customer support operations and experience. This role is responsible for managing end-to-end projects across contact center platforms, tools, and processes, ensuring seamless execution and alignment with business goals.
Key Responsibilities
- Lead and manage contact center projects from planning through execution and delivery
- Collaborate with cross-functional teams (engineering, operations, product, and support)
- Drive improvements in customer experience, agent productivity, and operational efficiency
- Manage project timelines, risks, dependencies, and stakeholder communication
- Support implementation of tools, workflows, and process enhancements within contact center environments
- Track and report on KPIs, performance metrics, and project outcomes
- Qualifications
- 5 years of experience in project or program management, preferably in contact center or customer support environments
- Strong understanding of contact center operations, tools, and workflows
- Excellent communication, organization, and stakeholder management skills
- Experience working in fast-paced, cross-functional environments
- Familiarity with tools such as CRM systems, ticketing platforms, and analytics dashboards
- Experience with global support operations
- Background in process optimization or customer experience (CX) initiatives
- PMP, Agile, or Scrum certification