Business Project Manager, Group Contact Centre

Business Project Manager, Group Contact Centre

Overview

We are seeking a dynamic and detail-oriented Business Project Manager to lead and drive the successful execution of projects relating to Contact Centre transformation and Tech Refresh. The role involves enhancing and managing the digital system to drive transformation to achieve operational excellence and efficiency. The candidate will drive planning and, execution of projects from end to end, ensuring adherence to scope, budget and timelines. This role entails collaborating with cross-functional teams, vendors and stakeholders to achieve project objectives and optimize Contact Centre performance.

Job Responsibilities

• Manage multiple concurrent projects, including change requests, balancing competing priorities and meeting deadlines in a fast-paced environment.
• Collaborate with stakeholders to develop comprehensive plans encompassing timelines, resource requirements and risk mitigation strategies.
• Co-lead (with Synapxe) discussions on the design of the target Contact Center infrastructure architecture, ensuring scalability, reliability, and compliance with standard methodologies and alignment with best practices.
• Plan testing and validation of system enhancements to ensure all functionalities are working as expected.
• Ensures training materials and programs are current and drives change management on the use of digital system.
• Communicate project progress, risks, mitigation plans and key decisions to leadership.
• Collaborate with procurement and finance teams to track budgets, allocate resources, and forecast project-related expenses.
• Ensure that contracts and addendums are current and up to date.

Job Requirements​​​​​​

• Bachelor’s degree in business, computer science or a related field
• Minimum 5 years working experience in Contact Centre and/or IT Product/Project Management
• Experience in healthcare operations is preferred
• Strong analytical and problem solving skills with data driven approach to decision making
• Good written and oral communication skills
• Proven track record in managing/leading projects within Contact Centres, with deep expertise in Contact Centre technology stacks, preferably including Microsoft Dynamics, Cisco Finesse or similar platforms
• In-depth experience with Agile methodologies (Scrum, Kanban, etc.) and a demonstrated ability to lead projects in an Agile and Waterfall environment
• Solid experience in managing large-scale, multi-faceted projects with multiple stakeholders, ensuring alignment across teams and departments

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