Description
The Contact Center Project Manager is responsible for driving and managing the analysis, implementation, tracking and delivery of all customer service and contact center-related projects, from internal process improvements and cross-functional projects to projects related to outside vendor software. S/he will also be responsible for creating and analyzing operational reports to identify and drive future projects affecting agent and software efficiency. Additionally, s/he will be responsible for identifying the most important customer service facing bugs and enhancements and driving their prioritization and resolution with the engineering, creative and product teams, and then closing the loop with the customer service teams.
Responsibilities
Understand and identify project tasks from conception, to implementation, to completion
Manage delivery of sub-tasks across internal departments and with external vendors/partners as well as across our multiple brands
Create and provide timelines, written requirements and agent processes in a clear and step-by-step format to management, the internal project team, and outside vendors
Utilize contact center and customer service reports from case management and CRM tools to Identify potential new projects to improve agent efficiency
Identify new process and efficiency improvements, either internal or through vendor software and drive implementation
Be able to access and create reports, and analyze data to identify projects
Act as Liaison between Product Management / Technology Operations and customer service management on prioritized projects.
Meet with training on a regular basis to inform on all projects impacting agents/training.
Coordinate project deliverable sign-off with internal business QA test Leads
Collaborate with the team to identify high priority bugs and enhancements affecting customer service performance and coordinate their fixes with Engineering
Provide daily user and operational administration and support of customer service's back-end case management, contact center, and CRM tools
Skills
5+ years in a project management role involving technology analysis, making recommendations, and prioritizing work/driving delivery based on business cases
Comfortable managing vendor relationships
Excellent organizational skills
Excellent written communication skills, including requirements writing
Able to manage time, tasks and projects independently
Must take initiative with projects and role and actively solicit and offer ideas and feedback
Ability to lead and work on cross-functional teams, including leading meetings with higher-level execs and managers
Understanding of contact center technology and environments is required
Experience with telephony in a contact center environment
Familiarity with workforce management technology and facilities planning
Strong familiarity with contact center case management
Certification in project management preferred
Passion for seeking out and analyzing trends in data
SQL Server Reporting and Crystal Reports acumen
Experience with software integration projects
Experience with JIRA system and bug-tracking technology
Familiarity with IVR platforms is a plus
Familiarity with Case Management systems like Frontrange Goldmine and RightNow CRM is a plus
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