Project Manager – Contact Center

About the role

The Project Manager – Contact Center will lead end‑to‑end delivery of initiatives that improve contact‑center operations, technology and customer experience. The role is responsible for planning, executing and monitoring projects to ensure they are completed on time, within scope and budget while meeting service‑level expectations.

Key responsibilities

• Lead project delivery for process improvements, technology implementations and operational transformation.
• Develop project plans, timelines, budgets and resource allocation strategies.
• Monitor progress, manage risks, issues and dependencies, and ensure adherence to scope and budget.
• Collaborate with Operations, Workforce Management, Quality Assurance, Training, IT, HR and external vendors.
• Facilitate project meetings, provide status updates to leadership and manage stakeholder expectations.
• Identify and implement improvements in productivity, customer satisfaction and operational efficiency.
• Support deployment of CRM, telephony, IVR, workforce‑management and omnichannel platforms.
• Drive change‑management activities, coordinate training and communication plans, and monitor post‑implementation performance.
• Prepare project documentation, status reports and executive presentations, and track KPIs.

Required profile

• Bachelor’s degree in Business Administration, Project Management, IT or a related field.
• 5–8 years of project‑management experience, preferably in a contact‑center or customer‑service environment.
• Project‑management certification such as PMP, PRINCE2 or Agile is preferred.
• Proven experience delivering technology‑implementation and process‑improvement projects.
• Strong knowledge of contact‑center operations and performance metrics.

Required skills

• Microsoft Office Suite
• MS Project
• Jira
• Asana
• Monday.com
• CRM systems
• Telephony systems
• Interactive Voice Response (IVR)
• Workforce‑management platforms
• Omnichannel platforms