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Operations Project Manager

hace 2 horas

Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE **has named** Experian one of the 100 Best Companies to work for**. In addition, for the last five years we’ve been named in the **100 “World’s Most Innovative Companies” by Forbes Magazine**. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

**Job Description**:
We’re looking for a strong Operations Project Manager. Are you an Operations Project Manager who thrives on working in a fast-moving environment? One who has a proven track record of working on multiple priorities and projects simultaneously in a complex environment and Call Center? Are you great at knocking down roadblocks within a diverse organization? Are you a self-starter, self-motivated, self-directed and self-sufficient, but at the same time team oriented? If you answered “Yes” to all of the above, we have a great opportunity for you.

The Operations Project Manager is responsible for the overall direction, coordination, implementation, execution, control, and completion of specific projects ensuring consistency with company strategy, commitments, and goals.

**Role Purpose**:Develops project governance, monitors, updates, communicates, and implements plans for business unit projects within the Contact Center environment. Executes project management process including scope definition, scheduling, human resource, and material planning and allocation, risk management planning, cost and budget management including ROI calculations, and quality assurance. Serves as liaison among clients, technical and internal departments to expedite project processes. This individual will be responsible for the execution of specific contact center projects, process improvement strategies, and new omni channel services to improve workflows.

**Major Job Functions**
- Clearly defines and documents project governance and project scope.
- Demonstrates ability to be hands-on and take initiative to drive projects toward completion
- Interviews with internal and external clients determine project requirements and priorities.
- Identifies projects must-haves, should-haves, and nice-to-have features/functions
- Develops lists of tasks, defines their interdependencies, assigns resources, and tracks task progress to completion
- Determines specific project deliverables defines the process for the review and approval of deliverables and specifies quality criteria for deliverables assessment
- Builds ROIs, time estimates develop a project schedule, and addresses scheduling problems as they arise
- Estimates project costs, prepares budget recommendations, and monitors and reports project performance to budget constraints
- Develops, maintains, publishes, and distributes comprehensive project plans
- Ensures the contact center operations leadership team is prepared and assigns Subject Matter Experts for the development to execution
- Identifies, mitigates, and recommends alternatives to handling risks and issues that threaten the successful completion of the project within the deadline
- Monitors and reports project progress to objectives in timeframes, scope, quality, costs, and risks.
- Receives information on project status, changes, and issues
- Identifies potential sources for solutions, and contacts appropriate parties to initiate action
- Identifies areas within the business unit where process improvements may benefit project performance.
- Takes ownership for the successful execution of project while adhering to basic Change Management philosophies within the Contact Center organization

**Qualifications**:

- Bachelor’s degree
- 2 years of related experience preferred
- Previous Contact Center experience preferred
- Previous Salesforce and Contact Center Communications experience preferred

**Knowledge / Skills / Abilities**
- Demonstrated experience leading complex projects.
- Strong project management and organizational skills
- Strong execution and implementation skills
- Strong knowledge of project management methodology
- Demonstrated strength in problem definition and resolution.
- Effective knowledge of Salesforce
- Proven ability to work effectively with colleagues at all levels, including senior and executive management.
- Articulate, clear and confident communication and presentation skills.
- Excellent project management and organizational skills
- Strong problem solving and analytical skills
- Strong leadership skills and ability to influence
- Attitude