Project Manager (Contact Center Operations)

Join our team as a Contact Center Project Manager, where you will be responsible for planning, coordinating, and executing initiatives that impact contact center operations. You will ensure projects are delivered on time, within scope, and with a clear understanding of operational impact. This role serves as the central intake and governance point for all contact center change initiatives. You will manage the centralized intake of all initiatives impacting the contact center, develop detailed project plans, coordinate cross-functional partners, and monitor progress. Additionally, you will define success metrics for each initiative and provide leadership with visibility into project impact and ROI.

• Plan, coordinate, and execute initiatives that impact contact center operations, ensuring projects are delivered on time and within scope.
• Manage the centralized intake of all initiatives impacting the contact center, assessing project requests for volume, staffing, and operational impact.
• Develop detailed project plans, coordinate cross-functional partners, monitor progress, and ensure operational readiness prior to implementation.
• Project Management Certification strongly preferred CAPM, PMP or PgMP
• Bachelor’s degree or equivalent experience required in business, project management or similar
• Experience in contact center, operations, or service environments preferred
• 5+ years of project management experience
• Strong organizational, communication, and stakeholder management skills