Technical Project Manager

3 weeks ago

Bengaluru, India ACL Digital Full time

ACL Digital (An Alten Group Company) is hiring Technical Project Manager

Interested candidates can reach out at dineshkumar.s@acldigital.com

Experience: 7+ Years

Location: Devarabisanahalli, Bellandur, Bengaluru

Job Mode: Hybrid

Notice Period: Less than 2 Weeks

Qualifications:

- 7+ years project management experience in Contact Center/Customer Service.
- Familiarity with Genesys Cloud CX or other CCaaS platforms.
- Exhibit strong communication, leadership, and sound judgment.

Key Responsibilities:

- Develop and maintain project plans, Gantt charts, and resource schedules.
- Serve as the liaison between business stakeholders, technical teams, and vendors.
- Monitor key performance indicators (KPIs) such as deflection rate, CSAT, and resolution time.
- Oversee risk management, scope, and change control processes.
- Manage the delivery of multiple concurrent projects with moderate to high complexity or risk, spanning multiple business areas and owners.
- Coordinate dependencies and impacts across teams and functions, ensuring project commitments and deliverables are met.
- Collaborate daily with development, QA, business analysis, product management, support teams, and global process owners to create program plans, schedules, and ensure smooth delivery of business solutions.
- Align business expectations and ensure client satisfaction by delivering projects on schedule and within budget. Provide global and cross-functional leadership to local and virtual project teams, fostering a collaborative and high-performing environment.
- Prepare executive-level status updates.

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