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Detailed JD (Roles and Responsibilities)
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Job Description:
Role Overview
We are seeking an experienced Technical Project Manager to lead our Customer Service projects. This role involves delivering outstanding customer service to business partners by implementing technical solutions, driving business process changes, and providing ongoing stabilization support to achieve business objectives.
Key Responsibilities
- Exhibit strong communication, leadership, and sound judgment.
- Develop and maintain project plans, Gantt charts, and resource schedules.
- Serve as the liaison between business stakeholders, technical teams, and vendors.
- Monitor key performance indicators (KPIs) such as deflection rate, CSAT, and resolution time.
- Oversee risk management, scope, and change control processes.
- Manage the delivery of multiple concurrent projects with moderate to high complexity or risk, spanning multiple business areas and owners.
- Coordinate dependencies and impacts across teams and functions, ensuring project commitments and deliverables are met.
- Collaborate daily with development, QA, business analysis, product management, support teams, and global process owners to create program plans, schedules, and ensure smooth delivery of business solutions.
- Align business expectations and ensure client satisfaction by delivering projects on schedule and within budget. Provide global and cross-functional leadership to local and virtual project teams, fostering a collaborative and high-performing environment.
- Prepare executive-level status updates.
Qualifications
- 7+ years project management experience in contact center/customer service.
- Familiarity with Genesys Cloud CX or other CCaaS platforms.
- PMP, CSM, or PRINCE2 certification preferred.
- Excellent communication and stakeholder management skills.
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