Project Coordinator

Description

US – Remote.

Summary:

• We are seeking a seasoned project coordinator to support our Global contact center operations in overseeing the day-to-day operations of our contact centers.
• The successful candidate will have extensive experience in coordinating projects within the customer service industry and a proven track record of delivering results.
• This role requires strong organizational skills, attention to detail, and excellent communication abilities.

Key Responsibilities:

Project Tracking and Management:

• Keep track of all actions partners are working on, ensuring timely completion and meeting project objectives.

Documentation and Record-Keeping:

• Maintain accurate and up-to-date documentation of all projects, including progress reports, meeting minutes, and stakeholder updates.

Stakeholder Updates and Communication:

• Regularly provide updates to all stakeholders, including senior management, partners, and internal teams, on project progress, risks, and issues.

Recommendations and Improvements:

• Analyze data and make recommendations for process improvements, cost savings, and efficiency gains.

Network Performance Monitoring:

• Track the overall performance of the network, identifying areas for improvement and implementing corrective actions as needed.

Risk Management:

• Identify potential risks and develop mitigation strategies to minimize their impact on project delivery.

Collaboration and Partnership:

• Foster strong relationships with internal teams, partners, and stakeholders to ensure seamless collaboration and effective project delivery.

Process Development and Implementation:

• Develop and implement new processes and procedures to improve operational efficiency and effectiveness.

Special Projects:

• Participate in special projects and initiatives as required, providing project management expertise and support.

Min qualifications:

• 3-5 years of experience in project coordination within contact centers.
• Proven track record of delivering projects on time, within budget, and to the required quality standards.
• Strong knowledge of project management methodologies and tools (e.g., Agile, Waterfall, Asana, JIRA).
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and Google Suite Six Sigma certification: Certification in Six Sigma, which demonstrates expertise in process improvement and waste reduction.

Nice to have:

• Experience with AI-powered such as chatbots, virtual assistants, or predictive analytics software, which can enhance customer experience and operational efficiency.
• Customers experience certifications such as CCXP (Certified Customer Experience Professional) or CEM (Certified Experience Manager), which demonstrate expertise in designing and delivering exceptional customer experiences.

Education:

• Bachelor’s in business administration or computer science.

Purpose/Size of this team & where does this position fit within the team? 6-9 people including Client.

• Working with partners (5 sides).
• 2-3 contacts per side that the CW will be working with for data collection and management.
• 1K agents that support the team’s operations.
• Client will work with project managers to monitor project status.

• Experience in contact center.
• Strong organizational and communication skills.
• Must be able to work with crossfunctional teams.
• Ability to move in a fast-paced environment.
• Priorities are constantly changing, very fluid work.
• Customer service experience – contact center (supervisor or develop projects).
• Experience using JIRA.
• Strong knowledge of project management methodologies and tools (e.g., Agile, Waterfall, Asana, JIRA)
• Experience with Microsoft Suite, g-suite.

Nice-to-have Skills

• Any Six Sigma certification (yellow belt)
• Familiarity with AI powered tools.

Years of Experience:

• 3-5 years of experience with a combination of contact center customer service space and project management.
• Min of 1 year of project management experience.

Degrees/Certifications Required:

• Bachelor’s in business administration or computer science.