Project Manager

Project Manager- Call Centre

Apex Systems is a global IT services provider and our consulting practice has an opening for 2 Project Managers with Contact Center Experience to modernize the contact centre/ end user technology at our client, a Big Five Bank.

Client: Big 5 Bank

Location: Hybrid, Downtown Toronto, Ontario

Terms: 6 month rolling contract. 37.5 hours/week

Application Process: Please send your resume in Word format and your completed skills matrix to Ashley at awilkinson@apexsystems.com and reference Project Manager

• What you will be doing:

• Project Management – Outline project goals, terms of reference, resource requirements, and costs. Create a resource plan that ensures all stakeholders have a voice on the project. Assess the efficiency of the practices and procedures used by a team and provide guidance that will continuously improve the project plan.
• Collaboration – Help internal partners make informed decisions about the development of programs, products, and services. Coach and mentor your teams as you work toward a common goal. Negotiate deliverables and milestones whenever necessary.
• Project Coordination – Proactively identify risks to the project schedule and find ways to mitigate them. Monitor milestones; ensure they’re completed according to timelines and budgets. Execute a project plan that strikes the right balance between budget, time, and risk.
• Communication and Persuasion – Share ideas, build consensus, and write with impact. Chair meetings and prepare quality project planning and status materials.
• Relationships – Develop trusted working relationships with business stakeholders and technology partners.
• Leadership – For those candidates with significant experience, train and mentor colleagues.
• Lead the Contact Centre projects to successful launch and benefits realization: project initiation, scheduling, detailed estimates, business case approval, finance reporting, detailed status reporting, tracking & closing risks/issues, tracking business deliverables, preparation of clear materials for steering meetings & executive briefings.

Responsibilities:

• Manage complex development projects on-time, on-budget, and client specifications.
• Lead and collaborate with team solution and technical architects to identify and recommend solutions, integration points and related implementation architecture for business usage improvements, scalability, and performance.
• Present status updates to c-level management
• Lead and collaborate with team members to develop comprehensive training materials and other change management collateral as appropriate for each initiative, deliver training to super users and end-users as appropriate.
• Work with technical experts to support and ensure that the technical design aligns with overall business needs.
• Evaluate possible application performance bottlenecks at the early stages of the implementation & recommend remedial measures.
• Help build reusable assets for use in future projects.
• Requirements: 7+ years Project Manager experience, including budgets of >$ 5M
• Enterprise experience, i.e. companies with 5K+ employees
• Extensive technology project experience
• Contact centre or end user technology, i.e. desktop, IVR, call centre,
• Understand the integration points (Profiles, ID)
• Previous Call Centre project experience required
• Flawless communication
• Proficiency in management of high level stakeholders
• Excellent ability to address risks

How to Apply: