Retail Contact Center Senior Project Manager

  • Location
    Austin, Texas
  • Job type
  • Category
    Creative & Marketing - Marketing

Adecco is helping one of the largest multinational technology companies in their search for a Retail Contact Center Project Manager. This role will lead the Contact Center track on medium to large-sized, global cross-functional projects as well as apply project management methodology to support the implementation of key systems and/or business processes in a Contact Center Assisted Sales & Service environment.

Responsibilities include but are not limited to:

- Oversee end-to-end implementation of several global portfolio projects focusing on the interactions between contact center agents and client customers, facilitating an overall great customer experience
- Lead the coordination of resources, project scope, business requirement documentation, project documentation, project status reporting, project risk management, timelines, project communication, change management as well as post-implementation audit reviews.
- Oversee all aspects of the project including business requirements documentation, stakeholder analysis, timelines, budgets, resource allocation, scope, definition and project communication.
- Collaborate with business partners and regional counterparts to efficiently write requirements.
- Ability to influence decisions and facilitate change management through collaboration and leadership. Candidate must be able to act as a liaison between the business and technology groups to ensure business project needs are adequately met with technology solutions.
- Ability to gain alignment between the technology and business strategy to create a phenomenal customer experience by proactive partnering with all levels, including Sr. Leaders, the Business, IS&T and Operations communities.
- Exceptional communication and facilitation skills
- Thrives in ambiguous work environment
- Strong team player with a high degree of flexibility

Required Skills and Experience:
- Bachelors Degree
- 5+ years of project management experience in eCommerce and/or Contact Center environment
- 3-5 years experience in Business Analysis
- A proven track record of successfully leading multiple concurrent projects of medium (4-8 months) and large (8-12 months) scope
- Ability to use data and analysis to support process flows and to influence other
- Proven experience creating effective Business Requirement Documentation

  • Apply with Adecco

Reference number US_EN_1_173860_11804520