Project Manager (CRM / Call Center Solutions) - IC

Classy Wheeler Limited; Hong Kong; On-site; HKD 446,400 - 669,600; Full time

Job summary

A leading IT services provider is seeking an experienced Project Manager to oversee the implementation of CRM and call center solutions in Hong Kong. The role requires at least 8 years in IT, with 4 in project management, and knowledge of systems design. Candidates should be PRINCE2 Practitioner or PMP certified, possess strong communication skills, and be able to manage project stakeholders effectively. A commitment to quality service and user requirements is essential.

Qualifications

• Minimum 8 years of IT experience including at least 4 years in project management.
• Experience in managing IT projects related to hotline call centers with over 50 agent seats.
• Good command of spoken and written English and Chinese.

Responsibilities

• Manage daily project implementation including planning and tracking.
• Provide consultation and manage client expectations.
• Ensure fulfillment of user requirements and quality standards.

Skills

Strong system analytical skill

Problem-solving skill

Strong communication skills

Interpersonal skills

Education

Degree in Computer Science or equivalent

Tools

CRM systems

Call center systems

PRINCE2 Practitioner

PMP certification

Job description

Project Manager (CRM / Call Center Solutions) - IC

Client Description

Leading IT&T services company in Hong Kong

Job Description

• Day-to-day project management in taking forward the implementation of the System, including project planning, tracking and control, resolving project issues, applying quality control management, liaising with all relevant parties for the implementation, and ensuring the project deliverables are provided on time and fulfilling user requirements.
• Attend PAT and other related meetings for the implementation of the System.
• Key manager providing coordination services for key management and key storage of the System.
• Manage all aspects of a project including stakeholder management, solution delivery, project control and reporting.
• Provide consultation to clients on system implementation and integration.
• Manage and keep track of the work status of each team member.
• Ensure user requirements are fulfilled and services are performed with professionalism and compliance to quality standards.
• Work with internal and external to provide IT support and maintenance activities.
• Manage service support team to ensure accountability for the support and maintenance services.
• Accountable for resolving issues, both short term and long term.
• Manage issue and mitigate risks on repeated or major incidents.
• Review and approve software bug fix package.
• Analyze and troubleshoot the problem for system software or application.

Job Requirements

• Degree holder in Computer Science or an equivalent discipline.
• At least 8 years of IT experience, which includes at least 4 years of project management experience, in which at least 2 years of project management experience in the management of project(s) in relation to IT system(s) concerning the design and implementation of hotline call centre with over 50 agent seats per system.
• PRINCE2 Practitioner / PMP holder.
• Strong system analytical skill and architectural design ability.
• Strong technical background and problem-solving skill.
• Knowledge in networking and infrastructure.
• Knowledge and experience of CRM and call center system is an advantage.
• Knowledge and experience of Voice-Over-IP and networking is an advantage.
• Well organized and have strong communication and interpersonal skills.
• Responsible, self-motivated, flexible and with detailed mind.
• Good command of spoken and written English and Chinese.