Contact Center Project Manager

Role Summary The Contact Center Project Manager is accountable for delivering agreed client outcomes, including KPI performance, SLA compliance, accurate reporting, and financial reconciliation. The role serves as the principal liaison between the client and internal operational teams. It is delivery-focused and does not carry direct responsibility for day-to-day floor operations. The post-holder ensures that performance commitments are clearly defined, monitored, reported, and achieved, and that services delivered are accurately reflected in client invoicing. Key Responsibilities Client Relationship Management • Serve as the primary point of contact for assigned clients, maintaining professional relationships at both operational and executive levels. • Lead weekly operational reviews and monthly and quarterly business reviews (MBRs/QBRs), presenting performance analysis, root causes, and corrective action plans. • Manage client expectations, escalations, and change requests, and resolve disputes promptly and professionally. • Identify opportunities for scope expansion, service enhancement, and client retention. KPI and SLA Delivery • Own the KPI framework for each client account (e.g., service level, CSAT/NPS, FCR, AHT, abandonment rate, quality scores, schedule adherence, attrition) and monitor performance against contractual targets. • Produce accurate and timely performance reports and dashboards for clients and internal leadership. • Analyze performance trends and variances, agree corrective actions with operations leaders, and track them to closure. • Monitor SLA breaches, assess penalty and credit exposure, and oversee remediation plans. Reconciliation and Commercial Accuracy • Reconcile delivered volumes, handled contacts, staffed hours, and FTE utilization against client data and contractual terms. • Prepare and validate monthly invoicing inputs, and resolve billing discrepancies with clients and the finance team. • Track SLA credits, bonuses, penalties, and rate-card changes, maintaining a complete audit trail. • Support forecasting, capacity planning assumptions, and commercial reviews to safeguard margin and contractual compliance. Project and Change Delivery • Deliver client-facing initiatives, including campaign launches, process and script changes, reporting enhancements, and tool or channel changes. • Develop and maintain project plans, RAID logs, and status reports, and coordinate operations, workforce management, quality, training, IT, and finance to achieve milestones. • Ensure all changes are documented, formally approved by the client, and reflected in contracts and reporting. Governance and Compliance • Conduct governance meetings and maintain current documentation, including SOWs, SLAs, process documents, and meeting minutes. • Ensure delivery and reporting comply with client requirements and applicable data privacy and security standards. Qualifications Required • Bachelor's degree in business, operations, finance, or a related field (or equivalent experience). • 4–7+ years of experience in client services, account management, delivery, or project management, including at least 2–3 years in a contact center, BPO, or customer service environment. • Thorough understanding of contact center KPIs and how they are measured, reported, and contractually linked. • Experience in SLA management and in billing or reconciliation (volume-, hours-, FTE-, or transaction-based models). • Excellent communication and presentation skills, with the ability to engage effectively with clients and senior executives. • Advanced proficiency in Excel and reporting tools (Power BI, Tableau, or similar), with experience handling large data sets. Show more Show less