CCS stands for Contact Center Services which delivers a telephony system and add-ons services to contact centers around the globe.

The Project Manager is responsible for:

• Managing the assigned project(s), in charge for management of setup, control of the project business case, creation and management of specifications;
• Management of design- and development phases belongs as well to his responsibilities as well as the test- and rollout plans;
• Tracks project milestones to get them finished in quality, time and budget. He will ensure project progress related to project scope, plan and level of risk;
• Measures project progress (such as various baselines, cost burndown, schedules, workflow progress data, etc.) and reports the project status and other project-specific information to stakeholders.

High Level Summary of responsibilities Manager:

• PID (project initiation document): owner;
• Own the Customer Requirement Document / LLD design changes during the project;
• Project plan: Owner of Low Level Project plan (central and local activities, all parties).

Create plan baseline: to be approved by Steering Committee:

• Weekly status compared to baseline;
• Risk & Issue Log (e.g. technical, process, staffing);
• Management of Exception/changes to PID with SteerCo;
• Definition and monitoring of local, 3rd party and obligations;

Budget management for:

• CCS budget;
• Effort / Person Days.

Duties & Responsibilities:

• Establish clear ownership for project tasks within specialist- and management teams; ensure that team members have the tools needed for project success; be available to the team; and provide timely feedback;
• Coordinate and facilitate delivery of project objectives;
• Track progress and review project tasks to ensure deadlines are met;
• Assess project issues and identify solutions to meet productivity, quality and customer goals;
• Proactively report project status, issues and risks to management;
• Follow and enforce project policies, procedures and methodologies;
• Conduct regular status meetings with all stakeholders, keeping the stakeholders’ needs and requirements continuously in view;
• Work collaboratively with development and support staff to maintain thorough knowledge of product capabilities and to ensure that all communications between stakeholders are precise;
• Plan, schedule, monitor and manage the design, implementation, testing, and building process of the Contact Center services;
• Create and maintain project documents outlined in project rules and project description such as the project charter, project milestone plan, regular project reports, milestone documents, risk management analysis, etc. and ensure the release of these documents to the correct audience;
• Check Contact Center service implementation upon finalization against agreed upon specifications and ensure that it meets all objectives, security policies, performance and quality standards required;
• Coordinate user acceptance testing with business partners and service suppliers;
• Monitor sub-contractors to ensure budgets are met, guidelines are maintained and progress remains on track;
• Drive the project scope change process.

Internal:

• Achieve operational objectives by contributing information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, resolving problems, completing audits, identifying trends, determining system improvements and implementing change;
• Arrange customer training and align training with customer goals;
• Find and work to remove development and project roadblocks; motivate the development team and keep them excited to move forward; protect the team from outside distractions;
• Supports Project Assurance activities;
• Organize handover to operations team as well as for business stakeholders;
• Capture and document lessons learned.