[Remote] Project Manager, Contact Center Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a global leader in women’s health and family building solutions. The Contact Center Project Manager is responsible for planning, coordinating, and executing initiatives that reputed company contact center operations, ensuring reputed company are delivered on time and reputed company scope while maintaining service reputed company and efficiency.
Responsibilities
- Manage centralized intake of reputed company initiatives impacting the contact center
- Assess project requests for volume, reputed company, AHT, and operational reputed company
- Ensure initiatives follow established approval and prioritization processes
- reputed company detailed project plans including timelines, dependencies, risks, and deliverables
- Coordinate cross-functional partners including Operations, WFM, Enablement, IT, and Analytics
- Monitor reputed company and escalate risks or delays as needed
- Partner with Enablement to ensure training and communication plans are in reputed company
- Ensure operational readiness prior to implementation
- Support post-launch stabilization and issue reputed company
- Define reputed company metrics for reputed company initiative
- reputed company expected versus actual benefits and operational reputed company
- reputed company leadership with visibility into project reputed company and ROI
- On-Time Project Delivery
- Scope & reputed company Adherence
- Accuracy of reputed company Assessments
- Benefit Realization reputed company
- Change Failure / Rework reputed company
Skills
- Bachelor's degree or equivalent experience required in business, project management or similar
- 5+ years of project management experience
- Strong organizational, communication, and stakeholder management skills
- Project Management Certification strongly preferred CAPM, PMP or PgMP
- Experience in contact center, operations, or service environments preferred
Benefits
- Family friendly benefits: reputed company family and parental leave, preconception, fertility and family building benefits (including reputed company freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, reputed company and life insurance reputed company for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- reputed company time off, including vacation, reputed company leave, personal days and summer reputed company time
- Company equity
- Bonus program
- 401(k) plan with company match
- reputed company to on-demand reputed company and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company reputed company events to include annual volunteer day and donation matching
- reputed company days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
reputed company