Project Manager- Contact Centre

Dautom; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a Project Manager for their Contact Centre operations. This role demands extensive experience in managing large-scale IT projects, particularly in the contact center domain. You will be responsible for implementing software solutions, enhancing processes, and driving continuous improvements across business units. The ideal candidate will possess strong technical skills, excellent stakeholder management capabilities, and a proven track record in project execution. If you're looking to make a significant impact in a dynamic environment and lead initiatives that enhance operational efficiency, this is the perfect opportunity for you.

Qualifications

• 10+ years in IT project management with a focus on contact centers.
• Strong stakeholder management and communication skills are essential.

Responsibilities

• Manage implementation of Call Centre software and large-scale deployments.
• Define and enhance end-to-end Contact Centre processes for efficiency.

Skills

Stakeholder Management

Business Analysis

People Management

Corrective Actions

Vendor Management

Communication

Project Management

Infrastructure

Continuous Improvement

Education

PMP or equivalent professional certification

Tools

PM tools

Job description

Project Manager- Contact Centre

Job Description:

- Specific implementation of Call Centre software. Experience with large scale network deployments.

- Demonstrable experience in managing projects with leading contact center solution providers like Microsoft, Cisco, Genesys or others will be highly desirable.

- Excellent and assertive communications and influencing/negotiating skills are ideal pre-requisites.

- Minimum 10 years of specialist technical experience, ideally within a project based IT environment, including IT Project management (minimum 8-10 years), with good experience in industry standard Project management and Development life Cycles, Change implementation planning and management, Systems Development Management, PM tools, Application support, Business analysis, and People management.

- Proven experience in working with Contact Centre business stakeholders and thoroughly understanding their requirements and translating those into technical specifications. Engage with Contact Centre team through planned and unplanned interactions to analyze performance gaps and implement corrective actions.

- Define, implement & enhance end to end Contact Centre processes.

- Identify, prioritize and drive initiatives across Business Units to push improvements, efficiency, root cause fixes, and call & complaint reductions to deliver continuous improvement.

- Experience of managing deployments to multiple sites and of working closely with site contacts is required.

- Track Action Plans and Project execution milestones proactively and ensure on-time delivery.

- Strong technical skills in infrastructure areas.

- High level of stakeholder management capability, with the ability to liaise with Senior executives.

Education and Certifications

• PMP or equivalent professional certification is a definite plus.
• Proficiency in written and verbal communication in English is a must.
• Arabic language is a good to have but not necessary.

Required Skills:

Stakeholder Management, Milestones, Business Units, Analysis, Arabic, People Management, Corrective Actions, Vendor Management, ROOT, Continuous Improvement, Business Analysis, Infrastructure, Specifications, Education, Software Project Management, Planning, Communication, Business English, Management.