Project Manager, Contact Center

Project Manager, Contact Center

JOB DESCRIPTION

Summary/Objective

The Project Manager supports Cellular Sales’ Contact Center leadership by driving the planning, execution, and delivery of strategic initiatives. This role ensures projects are scoped effectively, executed on time, and communicated clearly across stakeholders. Acting as a central liaison between operations, headquarters, and market teams, the Project Manager owns the full project lifecycle—from definition and planning through launch, optimization, and post-implementation review. Success in this role is measured by the ability to deliver projects that enhance operational efficiency, customer engagement, and organizational alignment.

ESSENTIAL FUNCTIONS

Project Planning & Execution

1. Lead the end-to-end planning and execution of contact center projects, ensuring alignment with business objectives.
2. Define scope, requirements, timelines, and deliverables; manage risks, dependencies, and change control.
3. Develop and maintain project schedules, ensuring milestones are achieved on or ahead of deadlines.
4. Track project costs and resources to remain within budget and deliver measurable ROI.
5. Document project plans, processes, and outcomes for accurate tracking, reporting, and future reference.
6. Implement proven strategies to improve current workflows and introduce new processes where needed.

Stakeholder Management & Communication

1. Serve as the primary point of contact between Contact Center leadership, cross-functional departments, and external partners.
2. Facilitate clear, consistent communication across all stakeholders, ensuring alignment and closed-loop feedback.
3. Provide regular updates on project status, risks, and outcomes to senior leadership and impacted teams.
4. Create and deliver executive-level presentations to communicate project progress, outcomes, and recommendations.
5. Conduct ongoing touchpoints with stakeholders to ensure adoption, effectiveness, and continuous improvement of implemented processes.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

1. Planning and Organizing: Ability to prioritize, allocate resources, and structure work to achieve defined goals.
2. Adaptability: Adjusts approach to meet evolving business needs and stakeholder expectations.
3. Oral and Written Communication: Skilled in shaping and delivering clear, concise updates to diverse audiences.
4. Teamwork: Works effectively across departments to drive collective success. 
5. Organizational Awareness: Understands company systems, culture, and decision-making impacts.

Supervisory Responsibility
This position may include supervisory responsibilities for project teams or assigned staff.

Work Environment
This is a remote/work from home position.

Physical Demands
Must be able to perform repetitive hand/eye movement. Must be able to sit for extended periods.

Position Type/Expected Hours of Work
This is a full-time position. Call Center schedule/hours.

Travel

0-10%

Required Education and Experience

1. High School diploma or GED
2. 3+ years project experience (creation and maintenance)
3. Project Management certification
4. Proficiency with Microsoft tools (Visio, Planner, Project, Excel, Word) and ServiceNow

Preferred Education and Experience

1. PMP Certification
2. Lean Six Sigma Green Belt
3. Bachelor’s degree in Business Administration or a similar field
4. Change Management certification
5. Proficiency with CRM-A

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)
Knowledge

1. Strong understanding of project management principles, including scope, risk, and change management.
2. Familiarity with contact center operations, systems, and performance metrics.
3. Knowledge of organizational processes and cross-functional collaboration within a retail or customer service environment.

Skills

1. Project Planning & Execution: Ability to structure, organize, and drive projects from initiation through completion.
2. Facilitation & Administration: Efficient in organizing information, coordinating resources, and ensuring timely follow-through.
3. Attention to Detail: Maintains accuracy and thoroughness in documentation, reporting, and execution.
4. Stakeholder Communication: Skilled in preparing clear, concise updates and presentations tailored to diverse audiences.
5. Problem-Solving Orientation: Capable of identifying gaps, proposing solutions, and implementing improvements.

Abilities

1. Analytical Thinking: Evaluates data, processes, and outcomes to inform decisions and optimize results.
2. Written & Oral Expression: Communicates complex ideas in a clear, professional manner across all levels of the organization.
3. Time Management: Prioritizes tasks effectively to meet deadlines and balance multiple projects simultaneously
4. Adaptability: Adjusts approach to evolving business needs, stakeholder expectations, and operational challenges.
5. Collaboration: Builds strong working relationships across departments, markets, and external partners to achieve shared goals.

AAP/EEO Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties
Please note this job description is not exhaustive. Duties, responsibilities, and activities may change at any time with or without notice.