Job Title: Customer Support Operations – Project Coordinator

Location: Onsite @ Austin, TX

Duration: 12 Months

We are seeking a seasoned project coordinator to support our Global contact center operations in overseeing the day-to-day operations of our contact centers, The successful candidate will have extensive experience in coordinating projects within the customer service industry and a proven track record of delivering results. This role requires strong organizational skills, attention to detail, and excellent communication abilities.

3-5 years of experience with a combination of contact center customer service space and project management, minimum of 1 year of project management experience.

Must-Have Skills

Experience in the contact center.

Must be able to work with cross-functional teams.

Ability to move in a fast-paced environment. Priorities are constantly changing, very fluid work.

Customer service experience – contact center (supervisor or develop projects).

Experience using JIRA.

Strong knowledge of project management methodologies and tools (e.g., Agile, Waterfall, Asana, JIRA)

Experience with Microsoft Suite, G-Suite.

Nice-to-have Skills

Any Six Sigma certification (yellow belt)

Familiarity with AI-powered tools.

Key Responsibilities:

• Project Tracking and Management: Keep track of all actions partners are working on, ensuring timely completion and meeting project objectives.
• Documentation and Record-Keeping: Maintain accurate and up-to-date documentation of all projects, including progress reports, meeting minutes, and stakeholder updates.
• Stakeholder Updates and Communication: Regularly provide updates to all stakeholders, including senior management, partners, and internal teams, on project progress, risks, and issues.
• Recommendations and Improvements: Analyze data and make recommendations for process improvements, cost savings, and efficiency gains.
• Network Performance Monitoring: Track the overall performance of the network, identifying areas for improvement and implementing corrective actions as needed.
• Risk Management: Identify potential risks and develop mitigation strategies to minimize their impact on project delivery.
• Collaboration and Partnership: Foster strong relationships with internal teams, partners, and stakeholders to ensure seamless collaboration and effective project delivery.
• Process Development and Implementation: Develop and implement new processes and procedures to improve operational efficiency and effectiveness.
• Special Projects: Participate in special projects and initiatives as required, providing project management expertise and support.

Min qualifications:

3-5 years of experience in project coordination within contact centers.

Proven track record of delivering projects on time, within budget, and to the required quality standards.

Strong knowledge of project management methodologies and tools (e.g., Agile, Waterfall, Asana, JIRA).

Excellent communication, interpersonal, and stakeholder management skills.

Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.

Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.

Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and Google Suite

Six Sigma certification: Certification in Six Sigma, which demonstrates expertise in process improvement and waste reduction.

Nice to have:

Experience with AI-powered tools such as chatbots, virtual assistants, or predictive analytics software, which can enhance customer experience and operational efficiency.

Customers experience certifications such as CCXP (Certified Customer Experience Professional) or CEM (Certified Experience Manager), which demonstrate expertise in designing and delivering exceptional customer experiences.

Education:

Bachelor’s in business administration or computer science.