Key Responsibilities:

• Determine and develop a project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Develop & manage a detailed project plan to track progress
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner. Ensure resource availability and allocation
• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Prepare budget based on scope of work and resource requirements
• Ensure that all projects are delivered on-time, within scope and within budget
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
• Manage contract execution with clients by ensuring that the contractual obligation is met and communicating expected deliverables with all the stakeholders
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Monitor progress and adjust as needed
• Measure project performance using appropriate systems, tools, and techniques to identify areas for improvement
• Report and escalate to management as needed
• Manage the relationship with the client and all stakeholders
• Perform risk management to minimize project risks
• Establish and maintain relationships with third parties/vendors
• Create and maintain comprehensive project documentation

Required Skills & Qualifications:

• 2–3 years’ experience in project management or a related role
• Bachelor’s degree in Business, IT, or a related field
• Proven experience managing projects across the full lifecycle (scope, budget, timelines)
• Experience within a contact centre and/or technology environment
• Basic knowledge of CRM systems or general technical/technology concepts is required
• Strong communication skills (both written and verbal) with the ability to engage stakeholders effectively
• Excellent client-facing and interpersonal skills
• Strong organizational and multitasking abilities with high attention to detail
• Proficiency in Microsoft Office tools
• Strong problem-solving and analytical skills
• Familiarity with project management tools, methodologies, and best practices

Preferred Qualifications:

• Solid technical background, with understanding or hands-on experience in software development and web technologies is an added advantage
• Project certification is a plus Project Management Professional (PMP) certification preferred
• Knowledge of ticketing systems or customer service metrics (e.g., CSAT, FCR).
• Should have a working knowledge of other CRM solutions in the market.