Plan the design and delivery of new initiative including agent training, change management, agent and customer communication,
We execute CRTC, Legal, Regulatory, Corporate Security and Executive- initiated projects in accordance with Telecommunications, Regulatory compliance and Bell strategic deliverables. We also play a critical role in identifying, analysing, and influencing opportunities to optimize customer experience, costs, and revenue.
The roles & responsibilities of the position:
The Project Manager will work with the various delivery stream leads and the Business client counterparts to manage the overall project management plan, identifying and mitigating project (financial and operational) risks, delivering the projects on time, and managing capital and expense budgets. Knowledge on security and privacy legislation an asset.
• Plan the design and delivery of new initiative including agent training, change management, agent and customer communication, project design, and system implementation plans from concept to execution.
• Create and manage project plans and related documentation in accordance with established project management methodology including execution, control and testing plans.
• Identify and streamline existing critical processes and risks to create and cost CMO and FMO plans.
• Redesign processes for process improvements; monitor project results, flag and analyze deviations to apply appropriate corrective action.
• Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
• Create and deliver compelling strategic presentations to provide project status updates to senior management and executives.
• Build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions.
• Provide quantitative analysis and insight into call center cost and customer experience drivers. Analysis will be used to support program roadmaps, project delivery teams, and overall customer experience strategy.
• Ensure that the solution is tested in terms of functionality, performance, reliability, stability and compatibility with all impacted systems.
Required Skill Set :
• Project management
• Problem solving
• Written communication
• Detail oriented