Project Manager

Project Manager- Call Centre

Apex Systems is a global IT services provider and our consulting practice has an opening for 2 Project Managers with Contact Center Experience to modernize the contact centre/ end user technology at our client, a Big Five Bank.

Client: Big 5 Bank

Location: Hybrid, Downtown Toronto, Ontario

Terms: 6 month rolling contract. 37.5 hours/week

Application Process: Please send your resume in Word format and your completed skills matrix to Ashley at [email protected] and reference Project Manager

• What you will be doing:

• Project Management – Outline project goals, terms of reference, resource requirements, and costs. Create a resource plan that ensures all stakeholders have a voice on the project. Assess the efficiency of the practices and procedures used by a team and provide guidance that will continuously improve the project plan.
• Collaboration – Help internal partners make informed decisions about the development of programs, products, and services. Coach and mentor your teams as you work toward a common goal. Negotiate deliverables and milestones whenever necessary.
• Project Coordination – Proactively identify risks to the project schedule and find ways to mitigate them. Monitor milestones; ensure they’re completed according to timelines and budgets. Execute a project plan that strikes the right balance between budget, time, and risk.
• Communication and Persuasion – Share ideas, build consensus, and write with impact. Chair meetings and prepare quality project planning and status materials.
• Relationships – Develop trusted working relationships with business stakeholders and technology partners.
• Leadership – For those candidates with significant experience, train and mentor colleagues.
• Lead the Contact Centre projects to successful launch and benefits realization: project initiation, scheduling, detailed estimates, business case approval, finance reporting, detailed status reporting, tracking & closing risks/issues, tracking business deliverables, preparation of clear materials for steering meetings & executive briefings.

Responsibilities:

• Manage complex development projects on-time, on-budget, and client specifications.
• Lead and collaborate with team solution and technical architects to identify and recommend solutions, integration points and related implementation architecture for business usage improvements, scalability, and performance.
• Present status updates to c-level management
• Lead and collaborate with team members to develop comprehensive training materials and other change management collateral as appropriate for each initiative, deliver training to super users and end-users as appropriate.
• Work with technical experts to support and ensure that the technical design aligns with overall business needs.
• Evaluate possible application performance bottlenecks at the early stages of the implementation & recommend remedial measures.
• Help build reusable assets for use in future projects.
• Requirements: 7+ years Project Manager experience, including budgets of >$ 5M
• Enterprise experience, i.e. companies with 5K+ employees
• Extensive technology project experience
• Contact centre or end user technology, i.e. desktop, IVR, call centre,
• Understand the integration points (Profiles, ID)
• Previous Call Centre project experience required
• Flawless communication
• Proficiency in management of high level stakeholders
• Excellent ability to address risks

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.