#125411

Retail Contact Center Senior Project Manager

Location:
Austin, TX
Job Terms:
Temporary
Salary:
DOE
posted by:
Jennie Brandon
Date:
11/10/2017

Job Description:

Our client's Retail Contact Center team is looking for an experienced project management professional with strong business analysis skills to join their 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.  

The ideal candidate will be self-directed, motivated, and comfortable working in an extremely fast paced environment. Flexibility and adaptability are key attributes needed for success. This individual should also have strong analytical, project management and coordination skills to handle a variety of activities and complexities spanning the organization. Candidates must be willing to work at a very detailed level while still being able to abstract ideas for communication to team and senior management. 

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

• Proven experience creating effective Business Requirement Documentation

Client Description:

Aquent's client is a leader in consumer electronics and one of the greatest, most innovative, world-changing companies ever created! Singlehandedly credited with creating some of the most impactful products of this generation.

WORKING WITH AQUENT: long-term assignments with Aquent gets you access to some pretty cool things:
- You're paid weekly
- Subsidized health (including term life and LTD) and dental benefits after your first four weeks of work (averaging at least 20 hrs/wk)
- Access to Fidelity 401(k)
- Access to FSA Program
- Direct deposit for your pay check
- Access to our Talent Rewards Program (we reward for referrals!)
- Access to free online courses via Aquent's Gymnasium, to help you develop your skills: http://gymnasium.aquent.com/
- Access to free online courses via Lynda.com
- Aquent support: your Aquent Agent checks in with you during the course of your contract to make sure you're happy and progressing according to your expectations (we're also there to be looking for new opportunities for you when you're close to wrapping up)

 

 

 

Requirements:

***Background check is required for this position.***

***Please ensure full legal name is noted on resume along with a portfolio link if applicable.***