Project Manager

GuruLink; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

GuruLink is seeking an experienced Project Manager to boost our Contact Centre operations in Toronto. The ideal candidate will manage innovative projects, enhancing customer experiences while ensuring compliance and operational excellence. This pivotal role requires a strong background in project management specifically within the banking sector, emphasizing leadership and stakeholder engagement.

Qualifications

• 5–8 years of project management experience in banking or financial services.
• Minimum 3 years managing Contact Centre projects.
• Strong understanding of Contact Centre operations and technology.

Responsibilities

• Lead teams to deliver Contact Centre projects on time and within budget.
• Oversee implementation of new technologies (IVR, ACD, CRM, etc.).
• Ensure project work aligns with regulatory standards and policies.

Skills

Project Management

Stakeholder Management

Change Management

Agile Methodology

Leadership

Problem Solving

Education

Bachelor’s degree in Business, Technology, or related field

Tools

Genesys

Avaya

Cisco

NICE

Verint

Salesforce Service Cloud

Job description

Location: Toronto, Ontario

We are seeking an experienced Project Manager to lead strategic initiatives that enhance our Contact Centre operations. This role is ideal for someone with a solid background in project delivery within banking or financial services and a proven track record managing Contact Centre technologies and transformation programs.

As Project Manager, you will deliver end-to-end projects that drive better customer experiences, optimize Contact Centre performance, and support the bank’s broader digital transformation objectives.

Key Responsibilities:
- Lead cross-functional teams to deliver Contact Centre projects on time, within scope, and on budget.
- Oversee the implementation of new Contact Centre technologies (IVR, ACD, CRM integrations, call recording, workforce management, chatbots, etc.).
- Partner with stakeholders across business, IT, compliance, and customer experience to define requirements and project scope.
- Ensure all project work aligns with regulatory standards, data privacy requirements, and operational risk policies.
- Drive process improvements related to call handling, first-call resolution, CSAT, and Net Promoter Score (NPS).
- Track KPIs and project milestones, providing clear status updates to senior leadership.
- Identify project risks and develop mitigation plans; maintain thorough project documentation.
- Manage vendor relationships when implementing third-party solutions.
- Foster a culture of continuous improvement and customer-centricity throughout the project lifecycle.

Must Have Skills:

- Bachelor’s degree in Business, Technology, or a related field.
- 5–8 years of project management experience, preferably within a bank or financial institution.
- Minimum 3 years directly managing Contact Centre projects.
- Strong understanding of Contact Centre operations, technology platforms, and customer service best practices.
- Experience working with Agile and/or Waterfall project delivery methodologies.
- Demonstrated strength in stakeholder management, business case development, and change management.
- Excellent communication, leadership, and problem-solving skills.

Nice to Have Skills:

- PMP certification or MBA.
- Hands-on experience with Contact Centre platforms such as Genesys, Avaya, Cisco, NICE, Verint, or Salesforce Service Cloud.
- Working knowledge of relevant regulatory requirements (PCI-DSS, GDPR, or local banking compliance).
- Strong analytical skills and the ability to manage multiple priorities effectively.