Glansa Associates · 18 hours ago
Project Manager with Contact Center
United States
Contract
Hybrid
Mid, Senior Level
3+ years expGlansa Associates is seeking a Project Manager with expertise in contact center initiatives. The role involves leading project management efforts for system implementations, process improvements, and operational transformations within a contact center environment.
Staffing & Recruiting
Hiring Manager
Rakshith P
Responsibilities
Lead end-to-end project management for contact center initiatives, including system implementations, process improvements, and operational transformations
Develop project plans, timelines, budgets, and resource allocation strategies
Partner with Contact Center Operations, IT, QA, Training, and Workforce Management teams to ensure successful project execution
Manage implementations and enhancements of contact center platforms (e.g., IVR, ACD, CRM, WFM, QA tools)
Identify risks, dependencies, and issues; develop mitigation plans and escalate as needed
Track project milestones and performance metrics; provide regular status reports to stakeholders and leadership
Ensure projects align with business goals, service level targets (SLAs), and customer experience standards
Facilitate stakeholder meetings, workshops, and change management activities
Support continuous improvement initiatives to enhance efficiency, agent performance, and customer satisfaction
Qualification
Required
Bachelor's degree in Business, Project Management, Information Systems, or a related field (or equivalent experience)
3–7 years of project management experience, with direct experience in a contact center environment
Proven ability to manage multiple projects simultaneously in a fast-paced setting
Strong understanding of contact center operations, metrics, and workflows (AHT, ASA, SLA, FCR, CSAT)
Experience working with contact center technologies and vendors
Excellent communication, organization, and stakeholder management skills
Company
Glansa Associates
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase