· Collaborate with the Senior Manager to define project objectives, deliverables, and success metrics.

· Assist in creating and maintaining detailed project plans, tracking timelines, budgets, and resources.

· Act as a point of contact for project updates, facilitating communication between stakeholders and the project team.

· Conduct risk assessments and work with the Senior Manager to develop and implement mitigation strategies.

· Coordinate with internal teams, including operations, IT, and quality, to ensure alignment with project goals.

· Support the development and documentation of business requirements, ensuring clarity and alignment across teams.

· Leverage automation, speech analytics, AI technologies, and CCaaS solutions to drive project success and transformation outcomes.

· Monitor the effectiveness of transformation initiatives, conducting evaluations and preparing reports on outcomes.

· Assist in the development and dissemination of best practices and standard operating procedures post-implementation.

· Foster a culture of continuous improvement by identifying opportunities for process optimization and providing actionable insights.

· Bachelor’s degree in Business Administration, Project Management, Information Technology, or a related field.

· Minimum of 3 years of experience in a project management or operations role, preferably in a BPO or shared services environment.

· Familiarity with automation tools, speech analytics, AI technologies, and CCaaS platforms.

· Strong organizational skills, with the ability to manage multiple priorities simultaneously.

· Proficiency in project management tools (e.g., Microsoft Project, JIRA, Smartsheet).

· Excellent communication and interpersonal skills to collaborate effectively with diverse stakeholders.

· Knowledge of basic project management methodologies, including scope, risk, and stakeholder management.

· Problem-solving mindset, with the ability to think creatively and deliver results under pressure.

Preferred Qualifications:

· Certification in project management methodologies (e.g., PMP, PRINCE2, Scrum).

· Familiarity with digital transformation, process improvement, or advanced automation strategies.

· Exposure to cross-functional dependencies in areas like operations, training, or quality management.

Competencies:

· Strong analytical skills for assessing project performance and identifying improvement areas.

· Ability to pivot and adapt to evolving project requirements or roadblocks.

· Commitment to maintaining high standards of quality and compliance in project deliverables.

· Proficiency in integrating AI and automation technologies into project workflows.