KPG99 INC

Compensation

Full Description

Title: Contact Center Project Manager Location: Remote Duration: 6+ Months Contract to hire. Interview Mode : Phone + Video Job Description: We are seeking an experienced Contact Center Project Manager to lead and deliver key initiatives within a customer experience organization. The role involves managing projects from start to finish, ensuring that teams, processes, and technology work together to deliver high-quality service. Key Responsibilities: • Manage end-to-end projects related to contact center operations, technology enhancements, and process improvements. • Define project scope, objectives, deliverables, timelines, resources, and budgets. • Collaborate with internal teams, including operations, IT, training, quality assurance, workforce management, and analytics. • Facilitate workshops, requirements gathering, user acceptance testing (UAT), and implementation planning. • Identify risks and issues, develop mitigation strategies, and escalate when necessary. • Lead change management and communication efforts to support smooth transitions for teams. • Track and report project progress, metrics, and outcomes to leadership. • Ensure compliance with quality, security, and service-level standards. • Conduct post-project reviews and implement lessons learned for continuous improvement. Required Qualifications: • Bachelor’s degree in business, IT, engineering, or related field. • Minimum 5 years of project management experience, preferably in contact center or customer experience environments. • Experience managing multi-channel projects (voice, chat, email, social). • Familiarity with contact center platforms such as ACD, IVR, CRM, WEM, or CCaaS. • Strong communication, collaboration, and stakeholder management skills. • Proficiency in project management tools such as MS Project, Jira, Smartsheet, or Asana. • Experience managing project budgets and forecasts. Preferred Qualifications: • Project management certifications such as PMP, PRINCE2, or Agile/Scrum. • Experience with cloud-based contact center platforms (CCaaS). • Knowledge of process improvement methodologies such as Lean or Six Sigma. • Experience leading change management for operational or technology transformations. Success Indicators: • Projects delivered on time, within scope, and on budget. • High levels of stakeholder and team satisfaction. • Effective adoption of new systems, processes, or technology. • Positive impact on operational KPIs such as average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and occupancy.