Contact Center Project Manager

Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Lead Contact Center Project Manager in Charlotte, NC (Hybrid).

Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

Contract Duration: 12 Months + extensions, intent to convert to FTE

Required Skills & Experience

• 7+ years of Project Management experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
• Extensive experience in project management, change delivery, and change management within the financial services industry.
• Strong understanding of contact center operations and consumer banking.
• Proven ability to manage projects using both Waterfall and Agile methodologies.
• Experience with cloud platform migrations, especially involving customer service agents (preferred).
• Familiarity with technology integrations impacting agent performance and scheduling.
• Ability to work in a fast-paced, high-stakes environment with shifting priorities.

Desired Skills & Experience

• Experience with Monday.com or similar project management tools.
• Understanding of cloud technologies and their impact on contact center functionality.

What You Will Be Doing

• Consult as an expert to develop or influence initiatives and resources for highly complex business and technical needs across Project Management.
• Consult on the strategy and resolution of highly complex and unique challenges requiring in-depth evaluation across multiple areas, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced analytical and inductive thinking.
• Provide expertise to client senior leadership on innovative Project Management business solutions.
• Strategically engage with client personnel.
• Lead end-to-end delivery of wave migrations, from discovery and development through deployment.
• Collaborate with business unit leaders and contact center partners to ensure successful migration and adoption.
• Influence executive stakeholders to prioritize and support migration efforts.
• Coordinate with a team of 16 project managers, ensuring alignment and shared learnings across the initiative.
• Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases.
• Drive change management and delivery strategies tailored to contact center operations and cloud platform transitions.
• Oversee integration of technologies such as IVR systems and agent scheduling tools.