Job Description

Are you a person who enjoys helping people? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you!The Contact Center Solutions Project Manager is responsible for overseeing the planning, execution, and delivery of projects related to contact center technologies and operations.This role is crucial in ensuring that projects meet their objectives, are delivered on time, within scope, budget, and ultimately contribute to the enhancement of the contact center\'s performance and customer satisfaction.The role integrates agile methodologies, including Scrum Master responsibilities, to enhance project delivery and team effectiveness.What does your typical day look like?

• Define the project\'s objectives, requirements, and expected outcomes
• Ensure alignment with business goals.
• Create a detailed project plan (timeline, resources, budget, and milestones) while using project management tools and methodologies to structure the plan effectively
• Manage the day-to-day operational aspects of the project.
• Oversee project budgets, ensure efficient use of resources and cost.
• Coach the Scrum Team in self-organization, cross-functionality, and focus on creating high-value Increments.
• Regularly monitor and report on the project\'s progress against milestones, budget, and quality standards.
• Keep all stakeholders informed about project progress, potential challenges, and changes to the project plan.
• Manage stakeholders\xe2\x80\x99 expectations, by clarifying deliverables, timelines, and addressing any concerns proactively.
• Identify potential risks to the project and assess their impact and likelihood and develop risk mitigation strategies to address these risks.
• Ensure that the project\'s deliverables meet the defined quality standards and stakeholder expectations.
• Review project outcomes against objectives to assess the project\'s success and areas for improvement.
• Implement projects or training throughout our different sites, including those outside Quebec

What skills and experience are we looking for?

• Bachelor\xe2\x80\x99s degree in business administration, Management, Computer Science, Information Technology, or a related field.
• 3-5 years of experience in project management, demonstrating successful delivery of projects from inception to completion.
• Contact Center Industry Experience: Direct experience working in or with contact centers, understanding their operations, technologies, and challenges
• AGILE Project management experience.
• Available for occasional travel.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills for effective stakeholder engagement.
• Proficient in project management methodologies (e.g., Agile) and tools (e.g., JIRA).
• Analytical skills for risk management and decision-making.
• Ability to adapt to changing project scopes and dynamics.
• Work closely with teams from our Windsor, Ontario site or our Sherbrooke, Quebec site.

We offer you

• Competitive wages;
• Group health /dental benefits, RRSP matching;
• Paid training and the opportunity for professional development;
• Growth and advancement opportunities;
• Work life balance;
• Focus on health and wellness initiatives with an excellent EAP program;
• Employee engagement programs that focus on fitness, food and fun.

To get a taste of the Global Excel life and for more information on our company, please visit our Facebook and Instagram pages, as well as our website, and our LinkedIn profile:

Global Excel