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Project Manager

Req ID#:  209588

Hyderabad, IN, 500081 Chennai, AP, IN, 600113 Gurgaon, IN, 122003 Mumbai, AP, IN, 400072

Project Manager

Information Technology

Project Manager

Summary:

Sitel Group is seeking a highly professional Project Manager. This role will report directly to the Director, Project Management on the business side.  This individual will be in charge of schedules, budgets, resources and deliverables for projects on the business side. Experience desired in process mapping, SDLC for internal growth and development projects, BI for reporting, and PDLC. This is a virtual role.

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry’s digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 80,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.

 

Responsibilities:

  • Gather, evaluate, and analyze data; monitor trends; prepare reports, and present recommendations working individually or within team. 
  • Monitors teams to make sure goals and objectives are being kept
  • Provide support to CCM management team to support achievement of Company and Client goals.
  • Create, maintain, and deliver PDLC documentation deliverables and reports to include requirements gathering, facilitation of workshops and process mapping current vs future state designs, all governance documentation:  project status, RAID logs, process flows, SDLC traceability matrices, forecasted vs actual expenses, and cost-benefit analysis of new initiatives.
  • Meet with clients (Internal and external) to take detailed ordering briefs, facilitate workshops and clarify specific requirements of each project
  • Project manages highly visible, multi-faceted key client and internal projects alongside the rest of the team.
  • Oversee all aspects of projects. Set deadlines, assign responsibilities and monitor and summarize progress of project.
  • Coordination and completion of projects working directly with clients, other peers, team members, key stakeholders to ensure deliverables fall within the applicable scope and budget. He or she will coordinate with other departments to ensure all aspects of each project are accomplished.
  • Measure project performance using appropriate tools and techniques
  • Report and escalate to management as needed
  • Perform risk management to minimize project risks
  • Use and continually develop leadership skills
  • Experienced in change management methodology and ability to transform projects into “change” transformations for the organization – Day in life scenarios
  • Attend conferences and training as required to maintain proficiency
  • Perform other related duties as assigned
  • Develop spreadsheets, diagrams and process maps to document needs
  • Represents the SITEL  core values to BE BOLD, WORK TOGETHER, WOW CUSTOMERS, BUILD TRUST.

Experience:

  • 2- 3 years’ project management experience, SDLC, BI, process improvement, change management with both operational and IT type projects.
  • Excellent project management skills, facilitation and presentation skills. 
  • Perform a variety of tasks. Lead and direct the work of others.
  • A wide degree of creativity and latitude is expected.
  • Excellent client-facing and internal, verbal and written communication skills
  • Solid organizational skills including attention to detail and multitasking skills
  • Strong interpersonal skills demonstrating ability to work independently and successfully within a cross-functional team. 
  • Excellent technical skills (Excel, Word, MS Project).
  • Knowledge of Smartsheet, Salesforce, Contact Centre Technologies (Genesis, inContact, ACD, Digital platforms, IEX), Business Intelligence Technologies (BO) an asset
  • Effective organization and time management abilities.
  • Demonstrated strong understanding of general business management, basic accounting, and work processes. 
  • Strong understanding of the call center industry and SITEL’s business and strategic goals. 
  • Demonstrated ability to maintain and manage confidential and sensitive data.

 

Education/Certifications:

  • Bachelors’ Degree or higher in a business related field preferred and/or related experience. 
  • PMP certification required
  • Scrum certification a plus
  • Change Management, Process improvement, SDLC, Six Sigma a plus, not required.

Project Manager


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