Deskripsi Pekerjaan
Five9 is a leading provider of cloud contact center software, and we are seeking a dynamic Workforce Engagement Management (WEM) Project Manager to join our Professional Services team in Manila. In this critical role, you will lead the delivery of WEM projects, helping clients optimize their workforce performance, improve agent scheduling efficiency, and enhance overall customer experience. You will act as a strategic partner to our clients, translating business requirements into successful technical implementations and driving measurable improvements in contact center operations. This is a fantastic opportunity for a detail-oriented professional to make a significant impact within a fast-paced, innovative environment.
Tanggung Jawab
- Lead the end-to-end project lifecycle for WEM implementations, ensuring successful delivery from planning and scoping to deployment and closure.
- Conduct workforce forecasting, scheduling, and performance reporting analysis to ensure optimal staffing levels and service levels.
- Collaborate with cross-functional teams, including product management, engineering, and client success, to deliver high-quality, tailored WEM solutions.
- Manage project budgets, timelines, and resources effectively to ensure projects are delivered on time and within scope.
- Facilitate change management and training sessions for clients to ensure smooth adoption of new WEM strategies and methodologies.
- Identify project risks and develop mitigation strategies to keep initiatives on track and resolve issues proactively.
- Document project requirements, status reports, and technical specifications for internal and external stakeholders.
Kualifikasi
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- 3-5+ years of experience in project management, specifically within the contact center or customer experience (CX) industry.
- Strong understanding of Workforce Engagement Management (WEM) concepts, including forecasting, scheduling, and performance analytics.
- Experience with WEM tools (Five9, Nice, Calabrio, or similar) is highly preferred.
- Excellent communication, presentation, and interpersonal skills with the ability to engage diverse stakeholders.
- Proficiency in project management methodologies (Agile/Scrum) and tools (Jira, Asana, etc.).
- Ability to manage multiple priorities and work effectively in a remote or hybrid team setting.