Customer Support Operations Manager

Intelliswift - An LTTS Company; Austin (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled Project Coordinator to enhance their Global contact center operations. This role demands a proactive individual with a proven track record in project management within the customer service sector. You will be responsible for overseeing daily operations, ensuring timely project completion, and maintaining effective communication with stakeholders. The ideal candidate will thrive in a fast-paced environment, possess strong organizational skills, and demonstrate expertise in project management tools. This is an exciting opportunity to contribute to a dynamic team and drive operational excellence.

Qualifications

• 3-5 years of experience in project coordination within contact centers.
• Strong knowledge of project management methodologies and tools.

Responsibilities

• Manage project tracking and ensure timely completion of tasks.
• Provide regular updates to stakeholders on project progress.

Skills

Project Management

Customer Service

Communication Skills

Analytical Skills

Organizational Skills

Cross-Functional Collaboration

Education

Bachelor’s in Business Administration

Bachelor’s in Computer Science

Tools

JIRA

Microsoft Suite

G-Suite

Asana

Job description

Intelliswift - An LTTS Company provided pay range

This range is provided by Intelliswift - An LTTS Company. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$35.00/hr - $38.00/hr

Direct message the job poster from Intelliswift - An LTTS Company

Director - Technical Recruitment at Intelliswift Software, Inc.

Job Title: Customer Support Operations – Project Coordinator

Location: Onsite @ Austin, TX

Duration: 12 Months

We are seeking a seasoned project coordinator to support our Global contact center operations in overseeing the day-to-day operations of our contact centers, The successful candidate will have extensive experience in coordinating projects within the customer service industry and a proven track record of delivering results. This role requires strong organizational skills, attention to detail, and excellent communication abilities.

3-5 years of experience with a combination of contact center customer service space and project management, minimum of 1 year of project management experience.

Must-Have Skills

Experience in the contact center.

Must be able to work with cross-functional teams.

Ability to move in a fast-paced environment. Priorities are constantly changing, very fluid work.

Customer service experience – contact center (supervisor or develop projects).

Experience using JIRA.

Strong knowledge of project management methodologies and tools (e.g., Agile, Waterfall, Asana, JIRA)

Experience with Microsoft Suite, G-Suite.

Nice-to-have Skills

Any Six Sigma certification (yellow belt)

Familiarity with AI-powered tools.

Key Responsibilities:

• Project Tracking and Management: Keep track of all actions partners are working on, ensuring timely completion and meeting project objectives.
• Documentation and Record-Keeping: Maintain accurate and up-to-date documentation of all projects, including progress reports, meeting minutes, and stakeholder updates.
• Stakeholder Updates and Communication: Regularly provide updates to all stakeholders, including senior management, partners, and internal teams, on project progress, risks, and issues.
• Recommendations and Improvements: Analyze data and make recommendations for process improvements, cost savings, and efficiency gains.
• Network Performance Monitoring: Track the overall performance of the network, identifying areas for improvement and implementing corrective actions as needed.
• Risk Management: Identify potential risks and develop mitigation strategies to minimize their impact on project delivery.
• Collaboration and Partnership: Foster strong relationships with internal teams, partners, and stakeholders to ensure seamless collaboration and effective project delivery.
• Process Development and Implementation: Develop and implement new processes and procedures to improve operational efficiency and effectiveness.
• Special Projects: Participate in special projects and initiatives as required, providing project management expertise and support.

3-5 years of experience in project coordination within contact centers.

Proven track record of delivering projects on time, within budget, and to the required quality standards.

Strong knowledge of project management methodologies and tools (e.g., Agile, Waterfall, Asana, JIRA).

Excellent communication, interpersonal, and stakeholder management skills.

Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.

Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.

Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and Google Suite

Six Sigma certification: Certification in Six Sigma, which demonstrates expertise in process improvement and waste reduction.

Nice to have:

Experience with AI-powered tools such as chatbots, virtual assistants, or predictive analytics software, which can enhance customer experience and operational efficiency.

Customers experience certifications such as CCXP (Certified Customer Experience Professional) or CEM (Certified Experience Manager), which demonstrate expertise in designing and delivering exceptional customer experiences.

Education:

Bachelor’s in business administration or computer science.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service, Engineering, and Project Management

• Industries

  Technology, Information and Media, IT Services and IT Consulting, and Computers and Electronics Manufacturing

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