BPO CX Project Manager

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Objective:

Guide and drive a cross functional project team towards achieving all the agreed upon project goals within the defined scope, time, quality and budget standards. The project manager will develop the project plan as well as execute that plan working with workstream leads in various departments and other stakeholders to deliver projects on time and on budget.

Job Responsibilities include:

• Providing regular and up-to-date status reports to key stakeholders including C-level
• Developing a renewal and upgrade schedule for company software programs
• Running vendor management process to ensure the company's data security
• Ensuring that the project is timely by setting time marks
• Follow department guidelines and standards
• Function independently with minimal direct supervision
• Build teamwork and collaboration among project team
• Establish PMO structure
• Gathers input from team members on required tasks and translates into a project plan with activities, dependencies, dates and timeframes, resource requirements, milestones and deliverables.
• Effectively collect and mitigate risks
• Manages multiple projects and budgets
• Establishes and executes a project communication plan ensuring team is moving forward effectively toward one goal
• Facilitates project meetings using effective meeting techniques for objectives, agendas, participants, and meeting minutes
• Ensure projects meet budget and timeline
• Organizes project activities that will require interdepartmental meetings and communication
• Monitors the program/project from initiation through delivery, interfacing with customers and department personnel

Required Education:

• College Degree or equivalent experience

Required Experience:

• Experience planning and managing corporate and client projects
• 3+ years call center experience required, BPO background preferred
• Knowledge and proven experience in establishing a PMO Structure, including standard process, documentation, and in-take process
• MS Project Management

Competencies/Skills:

• Experienced user of Microsoft Office Suite (Word, Excel, Access and PowerPoint).
• Ability to communicate effectively, orally and in writing, with all levels of personnel and management
• Strong planning and organizing skills

Certifications Required: None; Any project management certifications a plus (PMP, CAPM, CPMP, APM, PPM, Scrum)

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to [email protected].