Associate - Project manager

As a Project Associate within the Contact Center Business Unit, you will play a critical role in supporting and enhancing the overall operations and projects of the contact center. Working closely with the Project Manager and cross-functional teams, your primary responsibility will be to ensure the successful execution and completion of various projects aimed at improving customer experience, operational efficiency, and contact center performance.

Key Responsibilities:
1. Project Coordination: Assist the Project Manager in planning, executing, and
monitoring projects within the contact center. Collaborate with different
departments to gather project requirements, establish timelines, and ensure
adherence to project milestones.
2. Data Analysis: Collect and analyse data related to contact center performance,
customer feedback, and operational metrics. Utilize insights to identify areas of
improvement, propose recommendations, and assist in decision-making
processes.
3. Process Improvement: Work with team leads to identify bottlenecks,
inefficiencies, and pain points in contact center processes. Participate in process
improvement initiatives, streamlining workflows, and enhancing overall
operational effectiveness.
4. Training and Documentation: Develop training materials and documentation for
new processes, tools, and systems used within the contact center. Conduct
training sessions for agents to ensure a thorough understanding of updated
processes and best practices.
5. Quality Assurance: Collaborate with the Quality Assurance team to monitor agent
performance and adherence to defined quality standards. Participate in calibration
sessions to ensure consistency in evaluations.
6. Stakeholder Communication: Maintain effective communication with stakeholders,
including team members, managers, and relevant departments. Provide regular
updates on project progress, issues, and achievements.
7. Technology Integration: Assist in the implementation and integration of new
technologies or software into the contact center's operations. Ensure a smooth
transition and provide support to agents during the adoption phase.
8. Customer Experience Enhancement: Collaborate with Customer Experience teams
to understand customer pain points and provide valuable feedback for improving
customer interactions and overall satisfaction.

Requirements:
Bachelor s degree in business administration, Project Management, or a related
field.
Previous experience in a contact center or customer service environment is an
advantage.
Strong analytical skills with the ability to interpret data and generate actionable
insights.
Excellent communication and interpersonal skills to work effectively with cross-
functional teams and stakeholders.

Classification: Public
Proactive attitude and ability to take ownership of assigned tasks and projects.
Detail-oriented and highly organized, capable of managing multiple priorities.
Proficiency in Microsoft Office Suite and project management tools.

This position offers an exciting opportunity to contribute to the success of the contact center and positively impact customer experiences. If you are a motivated and enthusiastic individual with a passion for project management and customer service excellence, we encourage you to apply for the role of Project Associate within our Contact Center Business Unit.