Retail Contact Center Senior Project Manager in Kermit, TX at APEX Systems

Date Posted: 6/19/2018

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Kermit, TX
  • Job Type:
    Other
  • Experience:
    Up to 5 year(s)
  • Date Posted:
    6/19/2018

Job Description

Job #:  858857

10 Month Contract - W-2 

8:00 AM to 5:00 PM 

Austin, Texas 

Misc Travel

Retail Contact Center Senior Project Manager

The Retail Contact Center team is looking for an experienced project management professional with strong business analysis skills to join our team. This role will lead the Contact Center track on medium to large-sized, global cross-functional projects as well as apply project management methodology to support the implementation of key systems and/or business processes in a Contact Center Assisted Sales & Service environment. 

Essential Duties and Responsibilities:

• Oversee end-to-end implementation of several global portfolio projects focusing on the interactions between contact center agents and client customers, facilitating an overall great customer experience

• Lead the coordination of resources, project scope, business requirement documentation, project documentation, project status reporting, project risk management, timelines, project communication, change management as well as post-implementation audit reviews.

• Oversee all aspects of the project including business requirements documentation, stakeholder analysis, timelines, budgets, resource allocation, scope, definition and project communication. 

• Collaborate with business partners and regional counterparts to efficiently write requirements.

• Ability to influence decisions and facilitate change management through collaboration and leadership. Candidate must be able to act as a liaison between the business and technology groups to ensure business project needs are adequately met with technology solutions.

• Ability to gain alignment between the technology and business strategy to create a phenomenal customer experience by proactive partnering with all levels, including Sr. Leaders, the Business, IS&T and Operations communities. 

• Maintains a positive attitude

• Exceptional communication and facilitation skills

• Thrives in ambiguous work environment

• Strong team player with a high degree of flexibility

Required Skills and Experience:

• 5+ years of project management experience in eCommerce and/or Contact Center environment

• 3-5 years experience in Business Analysis

• A proven track record of successfully leading multiple concurrent projects of medium (4-8 months) and large (8-12 months) scope

• Ability to use data and analysis to support process flows and to influence other

 

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178.

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