Senior Project Manager – Contact Centre Transformation

PM-Partners group; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Culture

People

Passion

Transparency

Professional Development

Care and Support

Knowledge

Job summary

PM-Partners group is seeking an experienced Senior Project Manager to lead a large-scale Contact Centre Transformation program, delivering technology, process and customer experience change across the organisation. The role requires end-to-end ownership in a complex enterprise environment, working with technology, operations, CX and business stakeholders.

You will manage multiple workstreams and vendors, establish governance and reporting, and drive customer experience improvements while

Qualifications

• Significant experience as a Senior Project Manager delivering large-scale transformation programs.
• Proven experience delivering major Contact Centre / Customer Experience transformations within complex organisations.
• Strong understanding of contact centre technology and environments, including platforms such as Genesys, NICE, Avaya, Amazon Connect or similar.

Responsibilities

• Lead the end-to-end delivery of a large-scale Contact Centre Transformation program.
• Manage complex technology and business change across contact centre platforms, customer channels, telephony, IVR, CRM and associated integrations.
• Lead multiple workstreams, vendors and delivery teams across a complex enterprise environment.
• Establish strong governance, delivery frameworks, milestones, risks, dependencies and reporting.
• Work closely with senior business and technology stakeholders to align delivery with strategic objectives.
• Manage delivery risks, issues, dependencies and competing priorities across the program.
• Drive a strong focus on customer experience, operational efficiency and improved contact centre capability.

Skills

Senior Project Manager

Large-scale transformation

Vendor management

Stakeholder management

Executive communication

Leadership

CX transformation

Tools

Genesys

NICE

Avaya

Amazon Connect

Job description

PM-Partners group is a specialist Project Management Consultancy. We have a unique way of running projects and providing training and advice, so our clients get the best results with less cost and risk. Each year we deliver over $3B of projects, train over 10,000 people, and help some of Australia’s leading brands improve their PMOs.

A leading organisation is seeking an experienced Senior Project Manager to lead a large-scale Contact Centre Transformation program, delivering significant technology, processand customer experience change across the organisation.

The role will take ownership of end-to-end delivery, working across technology, operations, customer experience and business stakeholders to deliver a complex transformation in a large enterprise environment.

Key responsibilities:

• Lead the end-to-end delivery of a large-scale Contact Centre Transformation program.
• Manage complex technology and business change across contact centre platforms, customer channels, telephony, IVR, CRM and associated integrations.
• Lead multiple workstreams, vendors and delivery teams across a complex enterprise environment.
• Establish strong governance, delivery frameworks, milestones, risks, dependencies and reporting.
• Work closely with senior business and technology stakeholders to align delivery with strategic objectives.
• Manage delivery risks, issues, dependencies and competing priorities across the program.
• Drive a strong focus on customer experience, operational efficiency and improved contact centre capability.

About the candidate:

• Significant experience as a Senior Project Manager delivering large-scale transformation programs.
• Proven experience delivering major Contact Centre / Customer Experience transformations within complex organisations.
• Strong understanding of contact centre technology and environments, including platforms such as Genesys, NICE, Avaya, Amazon Connect or similar.
• Experience managing large, complex technology implementations involving multiple integrations and business stakeholders.
• Strong commercial, vendor and stakeholder management skills.
• Excellent communication and leadership capabilities, with the ability to operate confidently at senior executive level.
• Experience within financial services, insurance, telecommunications or other large enterprise environments would be highly regarded.

What we can offer you!

• Culture: A fun, fast paced, collaborative delivery environment
• People: A group of talented, experienced, and dedicated Consultants to work by your side with a dedicated Relationship Manager
• Passion: Ability to band together when under pressure to deliver first class results to clients
• Transparency: Open door policy
• Professional Development: On the job development and access to certifications in our Training practice
• Care and Support: On-going support and advice from experienced PM-Partners Consultants
• Knowledge: Access to PM-Partners Delivery and Advisory practices