Project Manager with Telephony and Call Center knowledge

With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

Our client is a technology company that operates in more than 170 countries around the world. The client explore how technology and services can help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. Our client apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work.

The telephony Project Manager would be representing telephony users in Sales and Sales Operations teams for Europe, Middle East and Africa and will coordinate the implementation for the first and second phases of this transformation.

Requirements:
- First-level university degree or equivalent experience;
- Typically 2-4 years of related experience in IT/business operations;
- Typically 1-3 years of project management experience;
- Experience in Call Centers or Telephony administration for telephony systems like Avaya, Cisco o similar platforms;
- Strong background with MS Excel for reporting & basic analytics;
- Previous exposure to Microsoft Dynamics CRM system (CRM-Mobility) or with other Microsoft technologies (Office 365 solutions, SharePoint etc.) - Nice to have;
- Excellent English language skills;
- Intermediate project management skills such as planning, execution and implementation;
- Ability to efficiently collaborate across multiple teams;
- Solid communication skills (i.e. written, verbal, presentation).

Responsibilities:

Telephony/ CRM- Mobility Capability:
- Supports and implements solution for call center teams. This includes designing call flows, IVRs, and Voice equipment;
- Working closely with Business teams, IT teams and 3rd party service providers;
- Responsible for working with IT to manage the implementation of new telephony capabilities from introduction to end-of-life, acting as subject matter expert or super user;
- Coordinates telephony activities with IT, such as gathering/specifying requirements, defining functionality, and overseeing planning, testing and rollout to users;
- Monitors telephony solution performance, engages/prioritizes issues with IT, and follows up on resolution;
- Ensures adoption of Telephony solutions, providing training and consultancy within the Sales and Sales Operations teams.

Project Management:
- Communicates project status, process standards and changes, and issues and workarounds, clearly and succinctly to business and operations support team;
- Owns the research and data analysis for the projects owned;
- Represents the needs of the business or function during moderately complex process improvement projects;
- Collaborates with operational teams and business stakeholders to gather business requirements, supporting the design of new or improved processes of moderate complexity, and understand business/customer impact;
- Utilizes standard project management and quality improvement methodologies in process improvement approaches.

Job Code: 110816AI