About the company: randstad is the #1 hr services provider in the world, and we are looking for a contact center as a service (ccaas) program/project manager to join our nearshore center at randstad mexico. This is your chance to join a dynamic, collaborative, and fast-paced environment where your expertise will make a real impact!
job summary: the ccaas program/project manager will be responsible for overseeing and managing the implementation of a contact center as a service (ccaas) solution for multiple business units. This role requires a strategic thinker with strong leadership skills to drive the successful execution of programs and projects, ensuring alignment with organizational goals and objectives. The ideal candidate is an experienced project manager with a background in ccaas delivery/deployment, contact centers, or a similar industry.
what we offer:
* full-time opportunity
* benefits required by law
* attractive compensation and additional benefits package
* 100% remote position
key responsibilities:
program management:
* develop, document, and implement strategies to achieve program outcomes and align with broader organizational goals.
* define benefits that will realize the strategic objectives of the program and oversee plans to achieve benefit realization.
* oversee all activities associated with the program to ensure goals and commitments are achieved.
* manage a centralized plan that encompasses all functional area activities critical to the success of the initiative.
* partner with cross-functional team members to identify area impacts, incorporate needs into the overall program plan, and drive mitigation plans for critical readiness areas.
* develop strong partnerships with key functional stakeholders to drive focus on business goals.
* manage risks and issues, take corrective measures, and anticipate and remove
roadblocks to minimize negative business outcomes.
* manage the program's budget to ensure business objectives are achieved within approved funding.
* coordinate and manage cross-functional teams to ensure program goals are met.
* establish and maintain relationships with key stakeholders, including executives,
business unit leaders, and external partners.
* monitor program progress, identify risks, and implement mitigation strategies.
* ensure programs are delivered on time, within scope, and within budget.
* provide regular program updates to senior leadership and stakeholders.
project management:
* own and manage end-to-end project management of ccaas implementation including stakeholder management, project scope, product enhancements,change control processes, and risk mitigation plans.
* develop, communicate, and build consensus for goals and project benefits in alignment with corporate strategy.
* review project proposals or plans to determine project timelines, funding limitations, procedures for accomplishing projects, staffing requirements, and the assignment of resources to various project phases.
* ensure that each project status, schedule, and budget is reported and forecasted.
* ensure the project adheres to all corporate and it policies and standards.
* develop project plans, schedules (ms project), resource requirements, and project budgets.
* ensure project milestones and budgetary constraints are maintained.
* escalate and communicate risk issues to leadership and business when project scope requires intervention; assist in evaluation, re-prioritization, and re-design of project plans and objectives as necessary.
* participate in design meetings.
* work with business stakeholders/business analysts to capture and define requirements.
* ensure that customer business requirements and kpis are being implemented according to defined scope, requirements, and best practices, and value is being delivered at every touchpoint.
* set expectations with clients regarding dates and deliverables.
* carry out quality assurance procedures in accordance with established methodology and ensure successful project execution.
qualifications:
* bachelor's degree or equivalent experience.
* minimum of 10 years of project management experience, preferably in the computer industry.
* pmp certification strongly preferred. (no institution instructed)
* proficient with ms project or similar project management tools.
* experience implementing ccaas platforms; preferably nice.
* experience migrating from one ccaas platform to another; e.g., five9 to nice.
* experience managing projects across onshore and offshore teams.
* experience managing multiple project plans, risks, issues, and solving problems.
* high comfort level managing priorities across remote teams.
* strong stakeholder management experience, including at the executive level.
* fluent in english (mandatory).
* 2-5 years of experience in ccaas delivery/deployment, contact centers, or a similar industry.
* didn't specify that it should be a ccaas platform on cloud, not on-premise
skills and competencies:
* strategic thinking and problem-solving abilities.
* strong organizational and multitasking skills.
* ability to manage multiple priorities and deadlines.
* high attention to detail and quality.
* strong analytical and decision-making skills.
* ability to adapt to changing priorities and work in a fast-paced environment.
* excellent communication skills: ability to present and correspond well with executive
* management/project teams and external stakeholders.
* exceptional interpersonal and influencing ability across a broad range of personality types, gaining commitment, and bringing individuals "on board" at all levels.
* hands-on, detail-oriented, highly organized with excellent follow-up and problem-solving skills.
* self-motivated individual with a high level of initiative and sense of urgency.
* effective communication and organizational skills, flexibility, adaptability, common sense.
* energetic leadership skills and ability to work within a matrix organization creating alignment across multidisciplinary functional lines.
* professionalism in dealing with all levels of management and staff.
* ability to initiate and develop key relationships and interfaces.
* highly analytical with excellent problem-solving skills and the ability to guide others in problem-solving when ambiguity exists.
* the successful candidate shall exhibit a sense of ownership, urgency, be solution- oriented, collaborative, and accountable.
at randstad, we love to celebrate our hardworking diverse teams demonstrated through our ongoing commitment and diversity awards. Ranked as a 2021 diversityinc top 50 company, a 2021 top 10 global champion for supplier diversity & inclusion, a military friendly company for veterans, military spouses & suppliers, 2021 staffing industry analyst top 50 diversity, equity & inclusion influencer to name a few. We are proud of our collaborative culture which is at the heart of randstad. When you join randstad, you will receive opportunities for competitive & robust benefits, flexible schedules, and the assurance that everyone can be their authentic selves. We are seeking candidates from all backgrounds and demographics and a variety of industries to join a winning team!
equal opportunity employer: race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, protected veteran status, or any other legally protected group status. At randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants.