Project Manager Customer Contact Center
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As Project Manager in Customer Contact Center (CCC) you will manage projects that are non-cyclical and varied, aligning with the project management life cycle (initiating/defining; planning; executing; close-out) and supporting business priorities. You may also perform some project work, such as research and analysis. At this level, managing projects to include those considered complex in nature with cross function-wide impact. Providing updates to manager and collaborates with manager regarding complex situations.
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This position reports to
Regional Manager APAC_MEACustomerContact
Your responsibilities
- Managing projects to include those considered complex in nature with cross function-wide impact (e.g., strategically important, technical in nature, small to medium budget, 3 to 12 month timeframe, etc.)
- Defining the business case with input from stakeholders. Identifying and gaining agreement on project objectives, scope, timing, and resources
- Planning activities/tasks that will deliver the desired results and overseeing day-to-day work and monitoring of progress towards goals
- Conducting project meetings and preparing regular reports to communicate the status of projects to stakeholders within and beyond the project team.
- Directing stakeholders towards consensus points and typically gaining buy-in of recommendations
- Escalating and working to resolve issues that serve as roadblocks and/or place project objectives at risk. Identifying and providing visibility into trade-offs between options and influences recommended approach
- In addition to project management, may also perform some of the work defined in the project roles and responsibilities
- Performing project close-out steps to include identifying lessons learned/best practices to inform the success of future projects. Applying continuous improvement methodologies throughout the project management lifecycle
Your background
- Minimum of 3 years of relevant experience to include project management work
- Strong knowledge of project management principles and concepts
- Strong ability to manage all aspects of the project management life cycle
- Displaying strong communication, organizational, analytical, critical thinking, and team building skills
- Demonstrating strong decision-making ability, presentation, influencing, relationship and management skills
- Strong business operations knowledge to include understanding the function's value chain and market conditions strongly preferred
- Strong Contact Center operation processes knowledge – preferred
- English at least C2 (CEFR)
More about us
We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. Work model: remote #LI-remote Work model: hybrid #LI-hybrid Work model: on site #LI-onsite
