Job Description

Job Description

We are seeking a Technical Program Manager to support our Contact Center Enablement team in driving process improvements and technology enablement within our contact center environment. In this role, you will play a critical part in managing complex projects that enhance the efficiency and effectiveness of our contact center operations.

This role involves collaboration across various teams, data analysis for process improvement, and the execution of strategic initiatives that align with our business objectives. You will be a self-starter with a strong analytical mindset and exceptional communication skills.

  • Process Improvement and InnovationResearch and analyze emerging contact center technologies, particularly in , to implement innovative solutions that streamline processes and enhance operational complex technical initiatives that align with industry best practices. Ensure that all innovations support the strategic goals of improving agent performance and customer a culture of continuous improvement by identifying opportunities for innovation and process enhancements. Utilize data analytics to assess the effectiveness of implemented changes and drive further improvements.
  • Project Management and ExecutionDevelop integrated project plans, scope, and timelines for multiple initiatives, ensuring timely delivery of objectives.Conduct regular project team meetings, enhancing communication and collaboration across business as the primary liaison between stakeholders and technical teams to address challenges and implement solutions effectively.
  • Cross-Functional CollaborationFoster strong relationships with IT, product, and operations teams to align initiatives and gather insights for continuous improvement.Facilitate training and development sessions to address process improvement needs within the contact center.Establish feedback mechanisms to gather insights from agents and customers. Use this feedback to inform ongoing improvements and innovations in processes and technologies.
  • Performance Management and ReportingEstablish key performance indicators (KPIs) and metrics to evaluate the success of contact center initiatives.Analyze performance data to identify areas for improvement and inform decision-making processes.Prepare and present detailed reports on project progress and outcomes to senior management.

    • Qualifications

    WHAT IT TAKES TO CATCH OUR EYE:

  • Bachelor’s degree in Business Administration, Information Technology, or a related field
  • 5+ years of experience in a contact center, telecom, or process improvement role
  • Proven project management skills, with experience leading complex projects from inception to completion
  • Strong analytical skills, with the ability to leverage data to drive strategic decisions and improvements
  • Excellent communication and presentation skills, capable of engaging with stakeholders at all levels
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
  • Proficient in MS Office Suite, particularly Excel and PowerPoint

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