Associate Manager, Project Management and Transformation

Position Overview:

The Associate Manager, Project Management and Transformation, will support the Senior Manager in planning, executing, and monitoring strategic projects and transformation initiatives. This role requires a proactive individual capable of managing multiple tasks, coordinating with cross-functional teams, and ensuring the timely and successful completion of projects that align with organizational goals. The ideal candidate should also be familiar with automation, speech analytics, AI technologies, and Call Center as a Service (CCaaS) technology enablement.

Key Responsibilities:

• Collaborate with the Senior Manager to define project objectives, deliverables, and success metrics.
• Assist in creating and maintaining detailed project plans, tracking timelines, budgets, and resources.
• Act as a point of contact for project updates, facilitating communication between stakeholders and the project team.
• Conduct risk assessments and work with the Senior Manager to develop and implement mitigation strategies.
• Coordinate with internal teams, including operations, IT, and quality, to ensure alignment with project goals.
• Support the development and documentation of business requirements, ensuring clarity and alignment across teams.
• Leverage automation, speech analytics, AI technologies, and CCaaS solutions to drive project success and transformation outcomes.
• Monitor the effectiveness of transformation initiatives, conducting evaluations and preparing reports on outcomes.
• Assist in the development and dissemination of best practices and standard operating procedures post-implementation.
• Foster a culture of continuous improvement by identifying opportunities for process optimization and providing actionable insights.

Required Qualifications and Skills:

• Bachelor’s degree in Business Administration, Project Management, Information Technology, or a related field.
• Minimum of 3 years of experience in a project management or operations role, preferably in a BPO or shared services environment.
• Familiarity with automation tools, speech analytics, AI technologies, and CCaaS platforms.
• Strong organizational skills, with the ability to manage multiple priorities simultaneously.
• Proficiency in project management tools (e.g., Microsoft Project, JIRA, Smartsheet).
• Excellent communication and interpersonal skills to collaborate effectively with diverse stakeholders.
• Knowledge of basic project management methodologies, including scope, risk, and stakeholder management.
• Problem-solving mindset, with the ability to think creatively and deliver results under pressure.

Preferred Qualifications:

• Certification in project management methodologies (e.g., PMP, PRINCE2, Scrum).
• Familiarity with digital transformation, process improvement, or advanced automation strategies.
• Exposure to cross-functional dependencies in areas like operations, training, or quality management.

Competencies:

• Strong analytical skills for assessing project performance and identifying improvement areas.
• Ability to pivot and adapt to evolving project requirements or roadblocks.
• Commitment to maintaining high standards of quality and compliance in project deliverables.
• Proficiency in integrating AI and automation technologies into project workflows.

Position Overview:

The Associate Manager, Project Management and Transformation, will support the Senior Manager in planning, executing, and monitoring strategic projects and transformation initiatives. This role requires a proactive individual capable of managing multiple tasks, coordinating with cross-functional teams, and ensuring the timely and successful completion of projects that align with organizational goals. The ideal candidate should also be familiar with automation, speech analytics, AI technologies, and Call Center as a Service (CCaaS) technology enablement.

Key Responsibilities:

• Collaborate with the Senior Manager to define project objectives, deliverables, and success metrics.
• Assist in creating and maintaining detailed project plans, tracking timelines, budgets, and resources.
• Act as a point of contact for project updates, facilitating communication between stakeholders and the project team.
• Conduct risk assessments and work with the Senior Manager to develop and implement mitigation strategies.
• Coordinate with internal teams, including operations, IT, and quality, to ensure alignment with project goals.
• Support the development and documentation of business requirements, ensuring clarity and alignment across teams.
• Leverage automation, speech analytics, AI technologies, and CCaaS solutions to drive project success and transformation outcomes.
• Monitor the effectiveness of transformation initiatives, conducting evaluations and preparing reports on outcomes.
• Assist in the development and dissemination of best practices and standard operating procedures post-implementation.
• Foster a culture of continuous improvement by identifying opportunities for process optimization and providing actionable insights.

Required Qualifications and Skills:

• Bachelor’s degree in Business Administration, Project Management, Information Technology, or a related field.
• Minimum of 3 years of experience in a project management or operations role, preferably in a BPO or shared services environment.
• Familiarity with automation tools, speech analytics, AI technologies, and CCaaS platforms.
• Strong organizational skills, with the ability to manage multiple priorities simultaneously.
• Proficiency in project management tools (e.g., Microsoft Project, JIRA, Smartsheet).
• Excellent communication and interpersonal skills to collaborate effectively with diverse stakeholders.
• Knowledge of basic project management methodologies, including scope, risk, and stakeholder management.
• Problem-solving mindset, with the ability to think creatively and deliver results under pressure.

Preferred Qualifications:

• Certification in project management methodologies (e.g., PMP, PRINCE2, Scrum).
• Familiarity with digital transformation, process improvement, or advanced automation strategies.
• Exposure to cross-functional dependencies in areas like operations, training, or quality management.

Competencies:

• Strong analytical skills for assessing project performance and identifying improvement areas.
• Ability to pivot and adapt to evolving project requirements or roadblocks.
• Commitment to maintaining high standards of quality and compliance in project deliverables.
• Proficiency in integrating AI and automation technologies into project workflows.