Senior Project Manager-Call Centre Revamp Project-up to HKD 75,000/month + bonus

Our client

We are seeking an experienced Senior Project Manager to be in charge of the Call Centre Revamp / Ai Project within our client's organization. The ideal candidate will have a strong background in project management and a deep understanding of call centre operations and technology. As the Senior Project Manager, you will be responsible for leading a team and coordinating all aspects of the project, from planning and execution to monitoring and completion. This is a critical role that requires excellent leadership, communication, and problem-solving skills.

Responsibilities:

- Develop a comprehensive project plan, including scope, objectives, deliverables, timelines, and resource allocation.
- Collaborate with stakeholders to identify project requirements and define project goals.
- Conduct feasibility studies and assess the impact of the call centre replacement on existing operations and systems.
- Manage vendor relationships, including contract negotiations, service level agreements (SLAs), and ongoing vendor performance monitoring.
- Coordinate with vendors to ensure timely delivery of equipment, software, and services according to project timelines.
- Lead the project team in executing the call centre replacement project according to the established plan.
- Manage project resources, including personnel, budget, and equipment, to ensure timely and efficient execution.
- Monitor project progress, identify deviations from the plan, and implement corrective actions as necessary.
- Conduct regular status meetings and provide timely updates to stakeholders and senior management.
- Establish and maintain strong relationships with internal stakeholders, including call centre agents, supervisors, and management.
- Collaborate with stakeholders to gather requirements, address concerns, and ensure alignment with project objectives.
- Conduct regular meetings and provide clear communication to keep stakeholders informed of project status and progress.
- Develop and implement change management strategies to ensure smooth transition and adoption of the new call centre system.
- Identify potential risks and develop mitigation strategies to minimize disruption to call centre operations.
- Provide training and support to call centre staff to ensure a seamless transition to the new system.
- Establish and enforce quality standards for call centre operations and performance metrics.
- Conduct regular quality inspections and audits to verify adherence to operational standards and customer service excellence.
- Collaborate with relevant teams to address performance issues and implement corrective actions as needed.
 

Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field. A master's degree is a plus.
• Minimum 10+ years proven experience as a Project Manager, specifically in managing call centre projects or large-scale technology implementations.
• Previous exposure of Ai technologies is a huge ADVANTAGE.
• Strong knowledge of call centre operations, telephony systems, customer service technologies, and industry best practices.
• Solid understanding of project management methodologies and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• PMP (Project Management Professional) certification is preferred.

To Apply

If you are interested in this opportunity, please share your updated resume by clicking on the ‘Quick Apply’ button with yourcurrent and expected salary.

For more information about us, please visit our website at http://www.techforcegroup.com

All information provided by applications will be used for recruitment purpose only.