Project Manager

Five9; Manila; On-site; PHP 3,019,323 - 4,227,052; Full time

Benefits offered by this job

Company stocks

Annual merit increase based on performance

15% night shift differential pay

Paid Leave with Cash Conversion

HMO with free dependents

Retirement Plan

Life Insurance

Internet and meal allowance during work from home

Employee Assistance Program

Job summary

Five9 is looking for a Project Manager in Manila, Philippines to lead and manage the operational aspects of multiple implementation projects. You will be responsible for steering projects while ensuring high customer satisfaction and effective communication across stakeholders.

The ideal candidate has a strong background in project management within the call center industry, is adept at managing multiple clients, and possesses excellent documentation and communication skills. The company offers attractive benefits, including company stocks and allowances during work from home.

Qualifications

• Minimum 3 years in an Implementation, Project Management or Technical Consulting position.
• Ability to manage multiple projects across multiple customers simultaneously.
• Strong documentation skills including Project Charters and Status Reports.

Responsibilities

• Lead daily operational aspects of implementation projects.
• Communicate project plans and status updates effectively.
• Identify project risks and implement mitigation plans.

Skills

Project management skills

Call center expertise

Verbal and written communication skills

Customer relationship management

Strategic problem solving

Education

BA/BS or equivalent experience

Job description

Position

Project Manager, Professional Services

Reports to

Supervisor, Professional Services

Location

Manila, Philippines

Key Responsibilities

• Lead and manage all day-to-day operational and tactical aspects of multiple implementation projects
  • Creating Project Plans
  • Eliciting and defining Customer requirements
• Effectively communicate plans, progress, and status updates to both internal staff and customer stakeholders
• Collaborate with associated project managers and partners to ensure streamlined implementation of all products
• Continually seek opportunities to increase customer satisfaction through vendor relationships and available tools
• Maintain and update all internal applications associated with projects
• Identify project risks and implement appropriate mitigation plans
• Interact effectively at all levels of the client organization
• Articulate the value of Five9’s Professional Services through presentations, demonstrations, and discussion with customers
• Learn Five9 and PS values and actively apply them to projects and process improvement initiatives
• Handle and de-escalate client and sales escalations with minimal assistance from the supervisor
• Develop and maintain positive and productive relationships with clients and vendors

Key Requirements

• Minimum 3 years in an Implementation (Professional Services), Project Management or Technical Consulting position – Call Center industry experience highly desired
• Experience managing multiple projects across multiple customers simultaneously with little or no oversight
• Knowledgeable in creating Project Charters, Weekly Status Reports, and other detailed documentation
• Strong combination of project management skills, call center expertise, and vendor management
• Can operate and perform duties with minimal supervision
• Excellent verbal and written skills
• BA/BS or equivalent experience

Key Skills

• Experience managing multiple projects across multiple customers simultaneously
• Combination of project management skills and client development
• Knowledge of Call Center and software as a solution
• Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs imperative
• Natural leader: Ability to build collaborative relationships with supervisors and peers; delegate responsibilities; provide constructive feedback and praise; educate others
• Strategic thinker: Understand the big picture; think quickly and adeptly when solving complex problems; exceptional time management and organization

Nice to Have

• Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom)
• Knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox)
• Knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Applications is a plus

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• During work from home: Internet and meal allowance provided
• Employee Assistance Program for mental and social well-being
• Government-mandated benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is an equal opportunity employer.