• Contact Center Project Manager

    Motion Recruitment Partners (Charlotte, NC)


    Contact Center Project Manager

     

    CHARLOTTE, North Carolina

     

    Hybrid

     

    Contract

     

    $68.72/hr - $77.43/hr

     

    Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Lead Contact Center Project Manager in Charlotte, NC (Hybrid).

     

    Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

     

    Contract Duration: 12 Months + extensions, intent to convert to FTE

    Required Skills & Experience

    + 7+ years of Project Management experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

    + Extensive experience in project management, change delivery, and change management within the financial services industry.

    + Strong understanding of contact center operations and consumer banking.

    + Proven ability to manage projects using both Waterfall and Agile methodologies.

    + Experience with cloud platform migrations, especially involving customer service agents (preferred).

    + Familiarity with technology integrations impacting agent performance and scheduling.

    + Ability to work in a fast-paced, high-stakes environment with shifting priorities.

    Desired Skills & Experience

    + Experience with Monday.com or similar project management tools.

    + Understanding of cloud technologies and their impact on contact center functionality.

    What You Will Be Doing

    + Consult as an expert to develop or influence initiatives and resources for highly complex business and technical needs across Project Management.

    + Consult on the strategy and resolution of highly complex and unique challenges requiring in-depth evaluation across multiple areas, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced analytical and inductive thinking.

    + Provide expertise to client senior leadership on innovative Project Management business solutions.

    + Strategically engage with client personnel.

    + Lead end-to-end delivery of wave migrations, from discovery and development through deployment.

    + Collaborate with business unit leaders and contact center partners to ensure successful migration and adoption.

    + Influence executive stakeholders to prioritize and support migration efforts.

    + Coordinate with a team of 16 project managers, ensuring alignment and shared learnings across the initiative.

    + Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases.

    + Drive change management and delivery strategies tailored to contact center operations and cloud platform transitions.

    + Oversee integration of technologies such as IVR systems and agent scheduling tools.

    You will receive the following benefits:

    + Medical Insurance - Four medical plans to choose from for you and your family

    + Dental & Orthodontia Benefits

    + Vision Benefits

    + Health Savings Account (HSA)

    + Health and Dependent Care Flexible Spending Accounts

    + Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

    + Hospital Indemnity Insurance

    + 401(k) including match with pre and post-tax options

    + Paid Sick Time Leave

    + Legal and Identity Protection Plans

    + Pre-tax Commuter Benefit

    + 529 College Saver Plan

     

    Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.

     

    **Posted by:** Mark Wells