Associate WFO Project Manager

WFO/WEM Associate Project Manager

Five9 is seeking an enthusiastic and self-driven Associate Project Manager to join our Professional Services team. This role is ideal for someone passionate about project management, relationship building, and delivering exceptional customer-centric solutions. The ideal candidate is highly organized, detail-oriented, and excels at communication, consistently managing expectations and fostering strong relationships with customers and stakeholders. 

In this role, the Associate Project Manager will oversee Workforce Engagement Management (WEM) projects, ensuring timely, within-scope, and on-budget delivery. This involves coordinating internal teams and stakeholders, managing project timelines, mitigating risks, and maintaining clear communication throughout the project lifecycle. A strong interest in enhancing and accelerating project delivery, paired with a commitment to quality control, is essential. 

Key Responsibilities: 

As a member of the WEM Project Team, you will play a vital role in supporting the wider WFO team. Your key responsibilities will include: 

• Maintaining and updating internal systems such as Monday.com, Salesforce, SharePoint, and associated process documentation.
• Collaborating with internal teams to ensure efficient assignment and management of resources.
• Ensuring smooth handoff to assigned PS resources and streamlining processes to improve visibility of resource availability.
• Managing and coordinating WEM projects, ensuring seamless execution through all project phases.
• Collaborating with internal teams, customers, and stakeholders to ensure clear communication and effective priority management.
• Contributing to risk management, quality control, and comprehensive project documentation to facilitate smooth execution.
• Assisting in the implementation and deployment of technical and business solutions using the Five9 Project Management Methodology.
• Supporting resource management, issue resolution, and overseeing project accounting and financials.
• Progressively developing skills in project scheduling, financial management, risk management, and project plan development.
• Working as part of a cohesive team to deliver successful implementations that meet customer expectations and drive business growth.  

Key Qualifications: 

• Minimum of 2 years of professional work experience
• With more than 1 year of project management experience, with demonstrated proficiency in managing complex projects
• Strong organizational and time management skills with a keen attention to detail.
• Excellent communication, presentation, and relationship-building abilities.
• Proven ability to prioritize and manage multiple projects while maintaining a focus on quality and meeting timelines.
• Passionate about delivering customer-centric solutions and driving project delivery success.
• Highly skilled in writing, presenting, and articulating concepts clearly.
• Ability to quickly learn new technologies and effectively communicate complex ideas at a high level.
• Excellent listening skills, ensuring clear understanding and responsiveness to client and team needs.
• Strong attention to detail and ability to work independently, managing multiple priorities and projects as needed.
• Highly motivated, with a positive and professional attitude.
• Prior experience in a Contact Center environment is a plus.

Preferred Qualifications: 

• Project Management Professional (PMP) or PRINCE2 certification.
• Experience in managing small projects or initiatives.
• Familiarity with project budgeting and financial tracking.

Soft Skills: 

• Strong interpersonal and leadership skills.
• Ability to multitask and work in a fast-paced environment.
• Attention to detail and commitment to quality.
• Ability to align goals and manage expectations.
• Ability to apply strategic reasoning to project success.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

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