Toronto - REMOTE, Ontario

Project Manager – Contact Centre projects

Project Manager – Contact Centre Projects
Banking Sector
Toronto – REMOTE
Duration: 6 months


  • 5 – 8 years exp overall.
  • 4 years PM exp. min.
  • Contact Centre projects a MUST
  • Banking sector an asset.

The Contact center Project Manager serves as a primary point person responsible for delivering and completing contact center projects based on the approved requirements/SOW. They are accountable for the overall successful implementation of assigned projects. 

The Project Manager role resides within the Professional Services department to provide planning, management, and guidance to project assigned resources. He/she will liaise with external and internal groups to ensure all parties are accountable for their designated role in the project, to deliver assigned project deliverables. 

· Create the Project Charter and Project Plan to keep the project on track; ensure all deliverables are being met. 
· Track project budget and financials, including tracking project profitability, internal and external cost, identifying scope deviations and creating change orders. 
· Tracking resource utilization. 
· Verify the Scope of Work as provided by Sales & Sales Engineering. 
· Deliver the project, subject to the Scope of Work, in all project interactions. 
· Ensure all tasks listed in the SOW are identified, scheduled, and assigned and completed. 
· Forecast revenue by managing signoffs, invoice dates, and completion dates. 
· Communicate project schedules and plans to internal and external stakeholders. 
· Meet with the customer on a regular basis to review and update the schedule as necessary. 
· Engage Procurement for the estimated time of arrival of project equipment. 
· Create and maintain Issue Logs, Risks, and Change requests. 
· Secure resources with the appropriate skill sets and availability. 
· Monitor and track resource hours and 3rd party costs. 
· Use the SOW to manage scope. If changes occur use the Change Request Management / Process Approval to ensure that it is accounted for in the project. 
· Create and foster internal and customer relationship during the project. 
· Communicate project status to multiple streams of management and customers as required. 
· Understand the Contract and Payment schedule and apply these known constraints and payment schedules to the project schedule. 
· Ensure project document deliverables are signed off and completed. 
· Archive Project Documentation and ensure all appropriate customer and site information are up to date. 
· Assist in services quotations as necessary. 

· Minimum of 4 years of project management 
· Exposure to contact center technologies 
· Demonstrated planning and organizational skills 
· Demonstrated verbal, written, reporting and presentation skills 
· Capable communication with Sr Managers and above 
· Proven understanding of project management concepts 
· Must be a team player, a facilitator, with good interpersonal skills 
· Ability to manage multiple projects simultaneously 
· Has a great understanding of the project financial and able to use financial tools to track project profitability, timely invoicing and resource utilization. 
· Understanding of enterprise telephony technology, with emphasis on modern call center technologies like IVR, call recording, dialers, agent chats, natural language, and work force management 
· Good understanding of application development in either water fall or agile projects. 
· Project management education (Certificate in Project Management, PMI designation) 
· Experience in managing project resources working closely with resource managers 
· Project resources may include Solution Architects, Programmer Analysts, Developers, System Engineers, Technical Team Leads 

· Extensive knowledge of contact center technologies 
· Prior roles as a customer-facing project manager 
· Knowledge of cloud computing an asset 
· Experience in Genesys, Verint, Omilia, is an asset 
· Prior experience delivering projects in a financial institution or a software company

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