Contact Center Project Manager

Role: Contact Centre Operational advisor with Genesys

Location: Canada (100% Remote)

Duration: Full-Time

Job Overview:

We seek a results-oriented leader with extensive experience in call center operations and technology implementation. This role will focus on optimizing call center performance through the strategic use of technology to streamline operations and customer experience and provide a higher level of visibility to the business, ensuring that financial and customer experience objectives are achieved. The successful candidate will have a proven track record in strategy consulting and the ability to drive impactful business outcomes.

Key Responsibilities:

• Develop and implement comprehensive strategies to enhance call center operations and improve customer experience using conversational AI technologies.
• Evaluate current call center processes and identify opportunities for automation and improvement.
• Collaborate with cross-functional teams to design, build, and deploy conversational AI solutions that align with business objectives.
• Conduct market analysis and stay current with industry trends to ensure the organization utilizes cutting-edge technology and best practices.
• Provide expert consultation to senior leadership on the strategic direction of call center operations and technology initiatives.
• Monitor key performance indicators (KPIs) and analytics to assess the effectiveness of implemented strategies and technologies.
• Lead training and development initiatives for staff to enhance their ability to work with new technologies and processes.
• Foster a culture of continuous improvement and innovation within the call center team.

Qualifications:

• College or University degree, specialization in Communications, IT, Business, or related field is a plus.
• Proven experience in a call center or customer service operational leadership role, ideally including experience with setting/managing KPIs.
• Strong understanding of digital platforms (including Robotic Process Automation, voice/chat bots, AI etc.) and experience in providing digital support.
• Experience in operational process design and analysis (Six Sigma designation is an asset)
• Excellent communication skills, both verbal and written.
• Ability to multitask and handle multiple engagements simultaneously.
• Strong problem-solving skills and ability to work under pressure.
• Proficient in using a variety of customer service / CRM software tools .
• A positive attitude, strong work ethic, and a desire to help others.