Contact Centre Project Manager Job Description Template
Our company is looking for a Contact Centre Project Manager to join our team.
Responsibilities:
- Lead weekly customer project calls;
- Conduct data gathering on the Contact Center, and design flow;
- Act as an advocate for customers to ensure that critical needs are met;
- Work with customers to create the announcements, greetings and menu recordings;
- Track configuration and implementation of Hosted Voice Services and Cloud Contact Center services;
- Proactively engage their management team as required to bring the requisite forces to bear on specific issues that may be customer impacting;
- Write test plans and engage with customer to complete UAT;
- Timely and regular communications with customers are essential;
- Responsible for all project management activities including developing project plans, identify and track project risks, action items and meeting notes;
- Gather all customer porting information and attend events for activation and testing of call flows and agent numbers, features and services;
- Prepare and deliver contact center design documents.
Requirements:
- Service implementation project management;
- Ability to motivate people and work as part of a team;
- Ability to understand network diagram;
- Working knowledge of MPLS, VPLS, QOS, VoIP and IP Networking;
- Possess a professional attitude and work ethic in addition to being well organized and efficient;
- Ability to deal with unforeseen situations and come up with logical solutions to these problems without outside instruction;
- Experience in order coordination in a production, process-oriented organization;
- Ability to effectively work with all levels throughout the organization;
- Ability to focus on customer experience;
- Familiarity with telecom industry voice, data, and applications processes;
- Excellent communicator ?? written/verbal;
- Time management and complex task organization;
- Customer presentation skills.