Key Responsibilities:
Determine and develop a project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
Develop & manage a detailed project plan to track progress
Predict resources needed to reach objectives and manage resources in an effective and efficient manner. Ensure resource availability and allocation
Coordinate internal resources and third parties/vendors for the flawless execution of projects
Prepare budget based on scope of work and resource requirements
Ensure that all projects are delivered on-time, within scope and within budget
Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
Manage contract execution with clients by ensuring that the contractual obligation is met and communicating expected deliverables with all the stakeholders
Utilize industry best practices, techniques, and standards throughout entire project execution
Monitor progress and adjust as needed
Measure project performance using appropriate systems, tools, and techniques to identify areas for improvement
Report and escalate to management as needed
Manage the relationship with the client and all stakeholders
Perform risk management to minimize project risks
Establish and maintain relationships with third parties/vendors
Create and maintain comprehensive project documentation
Required Skills & Qualifications:
2 - 3 years' experience in project management or a related role
Bachelor's degree in Business, IT, or a related field
Proven experience managing projects across the full lifecycle (scope, budget, timelines)
Experience within a contact centre and/or technology environment
Basic knowledge of CRM systems or general technical/technology concepts is required
Strong communication skills (both written and verbal) with the ability to engage stakeholders effectively
Excellent client-facing and interpersonal skills
Strong organizational and multitasking abilities with high attention to detail
Proficiency in Microsoft Office tools
Strong problem-solving and analytical skills
Familiarity with project management tools, methodologies, and best practices
Preferred Qualifications:
Solid technical background, with understanding or hands-on experience in software development and web technologies is an added advantage
Project certification is a plus Project Management Professional (PMP) certification preferred
Knowledge of ticketing systems or customer service metrics (e.g., CSAT, FCR).
Should have a working knowledge of other CRM solutions in the market.