[Remote] Operations Project Manager - Contact Center
Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a company that values contributions and promotes work flexibility and career development. The Operations Project Manager - Contact Center will drive cross-functional initiatives to enhance client experience and operational excellence, ensuring project quality and timeliness through effective collaboration and risk management.
Responsibilities
- Drive efficiency and consistency across key projects by enhancing processes, strengthening collaboration, and supporting the successful delivery of program outcomes for our company and clients
- Lead one or more medium-sized project teams, focusing on improving workflows, ensuring alignment with standards, and managing key components of larger programs
- Go all in as you contribute directly to projects, assist in staffing and overseeing assigned staff by providing direction and deadlines to ensure quality and the timely completion of tasks
- Interface with the client, company and project team leadership, measuring and communicating project metrics and recommending program changes as needed
- Drive the quality of project deliverables across all phases of the program by creating objectives, schedules, program definitions and budgets
- Help ensure project timeliness and quality by identifying and mitigating risk through status reporting and project updates
- Prepare detailed Statements of Work (SOWs), ensuring clear scope definition, deliverables, and success criteria, and secure alignment and approval from all stakeholders
Skills
- 5+ years of experience in BPO and/or Contact Center environments, with strong understanding of operational KPIs, WFM, Quality, Reporting, and Service Level performance drivers
- Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
- Strong ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths
- Expertise in project scoping, risk management, change control, and governance frameworks
- Strong executive communication skills with the ability to clearly present status, risks, and tradeoffs to senior leadership and clients
- Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority
- Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results
- Collaborative leader who drives accountability, transparency, and results across diverse teams
- PMP or other Project Management certification strongly preferred
Benefits
- Generous, flexible vacation policy
- A 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- A variety of leadership and technical development academies to help build your skills and capabilities
- Work flexibility
- Learning, and career development
Company Overview
- Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital. It was founded in 2009, and is headquartered in Irving, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.gainwelltechnologies.com/.
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