Contact Centre Project Manager

Mandaluyong, Metro Manila, Philippines
PHP 60,000
Information Technology

Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of one of the largest independent Software Defined Platform company in the world, delivering secure hybrid networking, cloud communications, and managed security solutions to enterprises around the globe. 

The Contact Center Project Manager will be responsible for implementing ACD systems, preferably cloud-based. The successful candidate will be positioned in a customer-facing role and will be the single point of contact through the order inception, designing/planning, post-production consultation, and support. Proactively communicate and engage customers on specific customization or setting up their Contact Center Services. The job is based in Ortigas City, Philippines.

Job Responsibilities

  • Responsible for all project management activities including developing project plans, identify and track project risks, action items and meeting notes
  • Prepare and deliver contact center design documents
  • Track configuration and implementation of Hosted Voice Services and Cloud Contact Center services
  • Lead weekly customer project calls. 
  • Conduct data gathering on the Contact Center, and design flow 
  • Work with customers to create the announcements, greetings and menu recordings
  • Gather all customer porting information and attend events for activation and testing of call flows and agent numbers, features and services
  • Write test plans and engage with customer to complete UAT
  • Coordinate with internal resources such as Sales Engineering, Provisioning as well as NOC technical resources to ensure that service requirements are properly captured, service deployment and timing requirements are satisfied and that NOC resources are scheduled for testing and service activation
  • Produce weekly reports and host regular conference calls with each customer to review the status of activity on each order. Provide user license information to the billing department
  • Act as an advocate for customers to ensure that critical needs are met
  • Proactively engage their management team as required to bring the requisite forces to bear on specific issues that may be customer impacting
  • Timely and regular communications with customers are essential

Job Requirements 

  • 5+ years of relevant telecommunications experience including:
  • Service implementation project management 
  • Experience in order coordination in a production, process-oriented organization
  • Customer presentation skills 
  • Ability to understand network diagram 
  • Time management and complex task organization 
  • Working knowledge of MPLS, VPLS, QOS, VoIP and IP Networking 
  • Familiarity with telecom industry voice, data, and applications processes 
  • Ability to focus on customer experience
  • Excellent written and verbal communications 
  • Ability to effectively work with all levels throughout the organization 
  • Possess a professional attitude and work ethic in addition to being well organized and efficient 
  • Ability to deal with unforeseen situations and come up with logical solutions to these problems without outside instruction 
  • Ability to motivate people and work as part of a team
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