[Remote] Operations Project Manager - Contact Center

Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a company that values contributions and promotes work flexibility and career development. The Operations Project Manager - Contact Center will drive cross-functional initiatives to enhance client experience and operational excellence, ensuring project quality and timeliness through effective collaboration and risk management.

Responsibilities

• Drive efficiency and consistency across key projects by enhancing processes, strengthening collaboration, and supporting the successful delivery of program outcomes for our company and clients
• Lead one or more medium-sized project teams, focusing on improving workflows, ensuring alignment with standards, and managing key components of larger programs
• Go all in as you contribute directly to projects, assist in staffing and overseeing assigned staff by providing direction and deadlines to ensure quality and the timely completion of tasks
• Interface with the client, company and project team leadership, measuring and communicating project metrics and recommending program changes as needed
• Drive the quality of project deliverables across all phases of the program by creating objectives, schedules, program definitions and budgets
• Help ensure project timeliness and quality by identifying and mitigating risk through status reporting and project updates
• Prepare detailed Statements of Work (SOWs), ensuring clear scope definition, deliverables, and success criteria, and secure alignment and approval from all stakeholders

Skills

• 5+ years of experience in BPO and/or Contact Center environments, with strong understanding of operational KPIs, WFM, Quality, Reporting, and Service Level performance drivers
• Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
• Strong ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths
• Expertise in project scoping, risk management, change control, and governance frameworks
• Strong executive communication skills with the ability to clearly present status, risks, and tradeoffs to senior leadership and clients
• Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority
• Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results
• Collaborative leader who drives accountability, transparency, and results across diverse teams
• PMP or other Project Management certification strongly preferred

Benefits

• Generous, flexible vacation policy
• A 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• A variety of leadership and technical development academies to help build your skills and capabilities
• Work flexibility
• Learning, and career development

Company Overview