Description

You will oversee complex IT projects from initiation through close-out, specifically focusing on call center tool modernization and CRM enhancements.

Responsibilities

• Develop Statements of Work and technical requirements in coordination with stakeholders.
• Manage timelines and work plans associated with SDLC deliverables.
• Monitor project risks, issues, and trigger events while ensuring stakeholder alignment.
• Review technical solutions to ensure they meet business needs and SDLC standards.
• Analyze incident and defect metrics to identify process improvements for call center functions.

Required Skills

• 5-10 years of experience managing complex IT projects.
• 5+ years of experience with Call Center technology.
• Deep understanding of the Software Development Life Cycle (SDLC).
• Hands-on experience with CRM, IVR, and Central systems.
• Proficiency in JIRA, Excel, and PowerPoint.
• Knowledge of ITIL practices, including incident and problem management.
• Experience with Workforce Management tools.
• Proven ability to manage vendor performance and service level agreements.

Preferred Skills

• Master’s degree.
• PMP certification.

Key Skills

Education

Bachelor's degree