About this role

drive complex, cross-functional initiatives
lead one or more medium-sized project management teams
contribute directly to projects, assist in staffing and overseeing assigned staff
interface with the client, company and project team leadership
drive the quality of project deliverables across all phases of the program
prepare detailed SOW for clients and obtain agreement and approval from stakeholders

5+ years of experience in BPO and/or Contact Center environments
understanding of operational KPIs, WFM, Quality, Reporting, and Service Level performance drivers
experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams
strong ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths
expertise in project scoping, risk management, change control, and governance frameworks
PMP or other Project Management certification strongly preferred
strong executive communication skills
strategic thinker
collaborative leader

Senior Project Manager – CX Launch

Key skills